That's different! How consumers respond to retail website change

被引：11
作者：
Ainsworth, Jeremy [1 ]
Ballantine, Paul W. [2 ]
机构：
[1] Christchurch Polytech Inst Technol, Christchurch, New Zealand
[2] Univ Canterbury, Christchurch, New Zealand
来源：
JOURNAL OF RETAILING AND CONSUMER SERVICES | 2014年 / 21卷 / 05期
关键词：
Change; Consumer behaviour; Emotion; Online retailing; Website design;
D O I：
10.1016/j.jretconser.2014.06.003
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Change is an inevitability faced by retail managers with regard to their online presence, yet the impact of retail website change on consumers remains unknown. In this study, two types of retail website change are distinguished - task-relevant and non-task-relevant - and their impact on consumer emotion is examined. Results from an online experiment suggest that consumers' perceptions of both types of change have distinct impacts on their emotional responses, although the effects differ between the types of change. Moreover, previous experience with the website is shown to have a key moderating role in the response to change. (C) 2014 Elsevier Ltd. All rights reserved.
引用
收藏
页码：764 / 772
页数：9
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