{"id":"https://openalex.org/W2995861373","doi":"https://doi.org/10.1007/978-3-030-36691-9_28","title":"How Are Negative Customer Experiences Formed? A Qualitative Study of Customers\u2019 Online Shopping Journeys","display_name":"How Are Negative Customer Experiences Formed? A Qualitative Study of Customers\u2019 Online Shopping Journeys","publication_year":2019,"publication_date":"2019-01-01","ids":{"openalex":"https://openalex.org/W2995861373","doi":"https://doi.org/10.1007/978-3-030-36691-9_28","mag":"2995861373"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-36691-9_28","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-36691-9_28","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009846701","display_name":"Tiina Kemppainen","orcid":"https://orcid.org/0000-0002-4623-1918"},"institutions":[{"id":"https://openalex.org/I94722563","display_name":"University of Jyv\u00e4skyl\u00e4","ror":"https://ror.org/05n3dz165","country_code":"FI","type":"education","lineage":["https://openalex.org/I94722563"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Tiina Kemppainen","raw_affiliation_strings":["Faculty of Information Technology and School of Business and Economics, University of Jyvaskyla, Jyv\u00e4skyl\u00e4, Finland"],"raw_orcid":"https://orcid.org/0000-0002-4623-1918","affiliations":[{"raw_affiliation_string":"Faculty of Information Technology and School of Business and Economics, University of Jyvaskyla, Jyv\u00e4skyl\u00e4, Finland","institution_ids":["https://openalex.org/I94722563"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5025090567","display_name":"Lauri Frank","orcid":"https://orcid.org/0000-0002-3003-3300"},"institutions":[{"id":"https://openalex.org/I94722563","display_name":"University of Jyv\u00e4skyl\u00e4","ror":"https://ror.org/05n3dz165","country_code":"FI","type":"education","lineage":["https://openalex.org/I94722563"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Lauri Frank","raw_affiliation_strings":["Faculty of Information Technology, University of Jyvaskyla, Jyv\u00e4skyl\u00e4, Finland"],"raw_orcid":"https://orcid.org/0000-0002-3003-3300","affiliations":[{"raw_affiliation_string":"Faculty of Information Technology, University of Jyvaskyla, Jyv\u00e4skyl\u00e4, Finland","institution_ids":["https://openalex.org/I94722563"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5009846701"],"corresponding_institution_ids":["https://openalex.org/I94722563"],"apc_list":null,"apc_paid":null,"fwci":0.7242,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.72869148,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"325","last_page":"338"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.996999979019165,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9957000017166138,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-experience","display_name":"Customer experience","score":0.6294857263565063},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5305431485176086},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.487544983625412},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.46829739212989807},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.443234920501709},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.44119659066200256},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4259642958641052},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.39803141355514526},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.12277492880821228}],"concepts":[{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.6294857263565063},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5305431485176086},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.487544983625412},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.46829739212989807},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.443234920501709},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.44119659066200256},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4259642958641052},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.39803141355514526},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.12277492880821228},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-030-36691-9_28","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-36691-9_28","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},{"id":"pmh:oai:jyx.jyu.fi:123456789/67262","is_oa":false,"landing_page_url":"http://urn.fi/URN:NBN:fi:jyu-202001141214","pdf_url":null,"source":{"id":"https://openalex.org/S4306400563","display_name":"Jyv\u00e4skyl\u00e4 University Digital Archive (University of Jyv\u00e4skyl\u00e4)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I94722563","host_organization_name":"University of Jyv\u00e4skyl\u00e4","host_organization_lineage":["https://openalex.org/I94722563"],"host_organization_lineage_names":[],"type":"repository"},"license":"public-domain","license_id":"https://openalex.org/licenses/public-domain","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"http://purl.org/coar/resource_type/c_5794"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W1204157142","https://openalex.org/W1972086421","https://openalex.org/W1979101439","https://openalex.org/W1986866547","https://openalex.org/W2019767959","https://openalex.org/W2019910859","https://openalex.org/W2053560766","https://openalex.org/W2062299969","https://openalex.org/W2064209524","https://openalex.org/W2072316373","https://openalex.org/W2073636199","https://openalex.org/W2075011402","https://openalex.org/W2077947807","https://openalex.org/W2096361659","https://openalex.org/W2100043458","https://openalex.org/W2145855633","https://openalex.org/W2150338897","https://openalex.org/W2153942071","https://openalex.org/W2154384880","https://openalex.org/W2165740683","https://openalex.org/W2295111698","https://openalex.org/W2312233113","https://openalex.org/W2422895071","https://openalex.org/W2593836018","https://openalex.org/W2742840052","https://openalex.org/W2754195331","https://openalex.org/W2790473416","https://openalex.org/W2899436609","https://openalex.org/W2901065167","https://openalex.org/W2914440401"],"related_works":["https://openalex.org/W2908364646","https://openalex.org/W2275271759","https://openalex.org/W2014532210","https://openalex.org/W360662306","https://openalex.org/W1992760298","https://openalex.org/W4390893294","https://openalex.org/W4389898420","https://openalex.org/W2733403438","https://openalex.org/W4385951032","https://openalex.org/W4385957867"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}