RESUMEN
With the increasing growth of online shopping, businesses are intertwining to establish new shopping antecedents. Customer experience has steadily become the most important source of retailers' long-term competitive advantage via difference. To preserve long-term and sustained consumer loyalty, retailers must continually improve the customer experiences. This study presents a framework for online retailing in a digital environment called the Online Customer Experience-Engagement Context model in the presence of value co-creation (VCC). Data was gathered from 189 people who purchased products online. For additional analysis, testing the hypothesis, and model construction, SPSS 26 and Smart-PLS were used. The data was then evaluated further using descriptive statistics, path analysis, measurement, and structural model. The findings show that the online customer experience (measured as shopping environment, shopping procedure, staff service experience, and product experience) substantially influenced customer engagement, which improved customer loyalty. The VCC strengthened the link between online customer experience and customer engagement. It suggests that including consumers in co-creating a delightful online customer experience from time to time may be a valuable strategy for online retailers to increase customer engagement and loyalty. To create an overarching outcome, information integration theory (IIT), multi-attribute utility theory (MAUT), and the attitude-behavior-context theory (ABC) theories are converged to explain the proposed model in the study.
RESUMEN
Changing human behavior is critical to mitigating the increasingly severe environmental harm. Although numerous studies focus on private-sphere or generalized pro-environmental behavior (PEB), relatively little research examines explicitly public-sphere PEB from a collective action perspective. This study incorporates trust and identity into the Attitude-Behavior-Context (ABC) theory to investigate Chinese residents' participation in public-sphere PEB. Primary data collected from 648 residents in China tested the model empirically. The results indicate that social trust, environmentalist self-identity, and politicized identity positively predict public-sphere PEB and that institutional trust positively impacts non-activist behaviors but negatively relates to environmental activism. There is also evidence that trust and identity are moderators of attitude and public-sphere PEB. Specifically, social trust and environmentalist self-identity strengthen the effect of attitude on public-sphere PEB. Politicized identity increases the impact of attitude on environmental activism but not on non-activist behaviors, and there is no significant moderating effect of institutional trust. The findings deepen the understanding of public-sphere PEB and make more targeted policies accordingly.
RESUMEN
Customer experience is a source of retailers' long-term competitive advantage. This study has examined the relationship between online customer experience and brand love through the mechanism of relationship quality in the context of online shopping in Pakistan. The moderating effect of value co-creation on the relationship of online customer experience with relationship quality and brand love has also been examined. Data were collected from a purposive sampling of 189 online customers in an online survey. Results showed that online customer experience significantly impacts customer relationship quality, which leads to brand love. The relationship between online customer experience and relationship quality is found more robust at high levels of value co-creation. However, we observed a significant negative moderating effect of value co-creation on the direct relationship between online customer experience and brand love. It suggests that including customers in the value co-creation process and affording them a pleasurable online shopping experience may be an excellent way to enhance customer relationship quality and brand love. Theoretical and practical implications of these findings are discussed.