The role of sustainability in online customer experiences : a qualitative study on female fashion shoppers

This qualitative study aims to understand sustainability’s role in responsible consumers’ Online Customer Experiences (OCEs). In this study, we focus on female fashion shoppers, and study three dimensions of their OCE: cognitive, affective, and social. Although online shopping and responsible consumer behaviour have increased tremendously, sustainability’s role in OCE has not been studied before from the customer’s perspective. The data consists of nine semi-structural interviews of Finnish female self-proclaimed responsible consumers and is analyzed with qualitative content analysis. The findings show that sustainability issues are present in all OCE dimensions, which are also all intercon…