Search results for "shoppailu"

How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys

2019

This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 …

Kulutusta niukkuudessa : pienituloisten yksinhuoltajaäitien kulutustottumukset ja kulutuksellinen yhteisöllisyys

1998

Creating entrepreneurial opportunities : interpretative research about role of POP Advertising Displays in customer purchase decision making

2013