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

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  • Ainsworth, Jeremy
  • Ballantine, Paul W.

Abstract

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.

Suggested Citation

  • Ainsworth, Jeremy & Ballantine, Paul W., 2014. "That׳s different! How consumers respond to retail website change," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 764-772.
    • Handle: RePEc:eee:joreco:v:21:y:2014:i:5:p:764-772
    DOI: 10.1016/j.jretconser.2014.06.003
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    References listed on IDEAS

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    Cited by:

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    3. Ainsworth, Jeremy & Foster, Jamye, 2017. "Comfort in brick and mortar shopping experiences: Examining antecedents and consequences of comfortable retail experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 27-35.
    4. Bahri-Ammari, Nedra & Coulibaly, Daouda & Ben Mimoun, Mohamed Slim, 2020. "The bandwagon luxury consumption in Tunisian case: The roles of independent and interdependent self concept," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    5. Ainsworth, Jeremy & Ballantine, Paul W., 2017. "Consumers’ cognitive response to website change," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 56-66.
    6. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
    7. Viktor Vojtko, 2014. "Rethinking the Concept of Just Noticeable Difference in Online Marketing," Acta Informatica Pragensia, Prague University of Economics and Business, vol. 2014(2), pages 204-218.

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