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Positive Online Customer Experience as an Antecedent of the Willingness to Share Information with an E-Commerce Retailer

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Information Systems (EMCIS 2021)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 437))

Abstract

This paper examines how a positive online customer experience (OCE) can lead customers to consent retailers to collect their personal data and to receive personalized services in exchange. The paper addresses a gap in literature by acknowledging the customer’s perspective while most of the prior literature has overemphasized the benefits of customer data for the firm. The aim of this paper is to provide a literature review to inform understanding of the antecedents and consequences of the willingness to share information (WSI). The paper offers four important contributions for both academics and practitioners. First, it adds to understanding of the importance of OCE and WSI for customer loyalty in e-commerce. Second, the paper examines the e-store antecedents of WSI by drawing on existing literature. Third, it proposes the potential consequences of WSI and constructs a conceptual framework for future testing. Finally, the paper proposes managerial implications.

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Author information

Authors and Affiliations

  1. Department of Social Sciences and Philosophy, University of Jyväskylä, PO Box 35, 40014, Jyväskylä, Finland

    Jussi Nyrhinen & Terhi-Anna Wilska

  2. School of Business and Economics, Jyväskylä University, PO Box 35, 40014, Jyväskylä, Finland

    Tiina Kemppainen & Miia Grénman

  3. Faculty of Information Technology, University of Jyväskylä, PO Box 35, 40014, Jyväskylä, Finland

    Lauri Frank & Markus Makkonen

Authors
  1. Jussi Nyrhinen
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  2. Tiina Kemppainen
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  3. Miia Grénman
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  4. Lauri Frank
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  5. Markus Makkonen
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  6. Terhi-Anna Wilska
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Corresponding author

Correspondence to Jussi Nyrhinen .

Editor information

Editors and Affiliations

  1. University of Nicosia, Nicosia, Cyprus

    Marinos Themistocleous

  2. British University in Dubai, Dubai, United Arab Emirates

    Maria Papadaki

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Nyrhinen, J., Kemppainen, T., Grénman, M., Frank, L., Makkonen, M., Wilska, TA. (2022). Positive Online Customer Experience as an Antecedent of the Willingness to Share Information with an E-Commerce Retailer. In: Themistocleous, M., Papadaki, M. (eds) Information Systems. EMCIS 2021. Lecture Notes in Business Information Processing, vol 437. Springer, Cham. https://doi.org/10.1007/978-3-030-95947-0_26

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  • DOI: https://doi.org/10.1007/978-3-030-95947-0_26

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-95946-3

  • Online ISBN: 978-3-030-95947-0

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