Journal Article: International Journal of Management Reviews, Vol. 13, 24–39 (2011)DOI: 10.1111/j.1468-2370.2010.00280.xOnline Customer Experience (OCE): A Review of the Business-to-Consumer OnlinePurchase Context. By: 24Susan Rose, Neil Hair and Moira Clark. Henley Business School, University of Reading,Greenlands, Henley-on-Thames, Oxfordshire, RG9 3AU, UK, and 2E. Philip SaundersCollege of Business, Rochester Institute of Technology, 108 Lomb Memorial Drive,Rochester, NY 14623, USAQUESTION:Study the above referenced journal article and state in detail what do you think is “the strategicimportance of Customer Experience in relation to online retailing”? Justify your responseusing pertinent theories, frameworks and concepts.
Journal Article: International Journal of Management Reviews, Vol. 13, 24–39 (2011)
DOI: 10.1111/j.1468-2370.2010.00280.x
Online Customer Experience (OCE): A Review of the Business-to-Consumer Online
Purchase Context. By: 24
Susan Rose, Neil Hair and Moira Clark. Henley Business School, University of Reading,
Greenlands, Henley-on-Thames, Oxfordshire, RG9 3AU, UK, and 2E. Philip Saunders
College of Business, Rochester Institute of Technology, 108 Lomb Memorial Drive,
Rochester, NY 14623, USA
QUESTION:
Study the above referenced journal article and state in detail what do you think is “the strategic
importance of Customer Experience in relation to online retailing”? Justify your response
using pertinent theories, frameworks and concepts.
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