TY - GEN
T1 - Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-Report Measures
AU - Hermes, Anna
AU - Riedl, René
PY - 2021
Y1 - 2021
N2 - As a result of changes in customers’ shopping behaviors and a corresponding increase in omnichannel behavior (i.e., a blend of online and offline channels), a good customer experience (CX) is crucial for retailers’ success. Affective CX responses are especially crucial in impacting a company’s marketing outcomes, such as a high level of future purchase intentions. Here, we hypothesize that a customer’s affective CX is significantly influenced by his or her personality traits. Based on this hypothesis, we plan to collect physiological data (heart rate variability) and self-report data to study affective CX. Specifically, we will examine the relationship between personality traits, affective CX, and future purchase channel choice intentions. Based on the findings, we will then formulate academic and manage-rial implications
AB - As a result of changes in customers’ shopping behaviors and a corresponding increase in omnichannel behavior (i.e., a blend of online and offline channels), a good customer experience (CX) is crucial for retailers’ success. Affective CX responses are especially crucial in impacting a company’s marketing outcomes, such as a high level of future purchase intentions. Here, we hypothesize that a customer’s affective CX is significantly influenced by his or her personality traits. Based on this hypothesis, we plan to collect physiological data (heart rate variability) and self-report data to study affective CX. Specifically, we will examine the relationship between personality traits, affective CX, and future purchase channel choice intentions. Based on the findings, we will then formulate academic and manage-rial implications
UR - http://www.neurois.org/proceedings-of-the-neurois-retreat-2021/
U2 - 10.1007/978-3-030-88900-5_3
DO - 10.1007/978-3-030-88900-5_3
M3 - Conference proceedings
T3 - Lecture Notes in Information Systems and Organisation
BT - Information Systems and Neuroscience - NeuroIS Retreat 2021
A2 - Davis F.D., Riedl R., vom Brocke J., Léger PM., Randolph A.B., Müller-Putz G., null
PB - Springer Verlag
ER -