Interface design and emotions experienced on B2C Web sites: Empirical testing of a research model

Interface design and emotions experienced on B2C Web sites: Empirical testing of a research model This paper examines the impact of four Web site interface features on the cognitive process that trigger online shoppers’ emotions, operationalized as mental states of readiness that arise from appraisal of events and considered as direct antecedents to approach or avoidance behaviors. A research model was tested with data collected from 215 Web shopping episodes for low-touch merchandise. Results show that shoppers experienced all six emotions posited in the model. The emotions of liking and joy were experienced intensively by a substantial number of shoppers. The results also demonstrate that interface features – key components of the usability of a Web site – influenced the three cognitive appraisals illustrated in the research model. Moreover, the cognitive appraisals of situational state and control potential impacted the six emotions examined. This paper also highlights several theoretical contributions and managerial implications that should help managers and Web site managers improve the interface design of their Web sites in order to facilitate information gathering and better support online shopping processes. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Computers in Human Behavior Elsevier

Interface design and emotions experienced on B2C Web sites: Empirical testing of a research model

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Publisher
Elsevier
Copyright
Copyright © 2008 Elsevier Ltd
ISSN
0747-5632
DOI
10.1016/j.chb.2008.04.004
Publisher site
See Article on Publisher Site

Abstract

This paper examines the impact of four Web site interface features on the cognitive process that trigger online shoppers’ emotions, operationalized as mental states of readiness that arise from appraisal of events and considered as direct antecedents to approach or avoidance behaviors. A research model was tested with data collected from 215 Web shopping episodes for low-touch merchandise. Results show that shoppers experienced all six emotions posited in the model. The emotions of liking and joy were experienced intensively by a substantial number of shoppers. The results also demonstrate that interface features – key components of the usability of a Web site – influenced the three cognitive appraisals illustrated in the research model. Moreover, the cognitive appraisals of situational state and control potential impacted the six emotions examined. This paper also highlights several theoretical contributions and managerial implications that should help managers and Web site managers improve the interface design of their Web sites in order to facilitate information gathering and better support online shopping processes.

Journal

Computers in Human BehaviorElsevier

Published: Sep 17, 2008

References

  • Extrinsic and intrinsic motivation to use computers in the workplace
    Davis, F.D.; Bagozzi, R.P.; Warshaw, P.R.
  • User interface features influencing overall ease of use and personalization
    Kumar, R.L.; Smith, M.A.; Bannerjee, S.
  • Exploring the factors associated with Web site success in the context of electronic commerce
    Liu, C.; Arnett, K.P.
  • Standard user interface in e-commerce sites
    Liu, S.-P.; Tucker, D.; Koh, C.E.; Kappelman, L.
  • A design analysis model for developing World Wide Web sites
    Ma, Y.
  • A study of the relationships between cognitive appraisals and consumption
    Nyer, P.U.
  • E-services and offline fulfilment: How loyalty is created
    Semeijn, J.; van Riel, A.C.R.; van Birgelen, M.J.H.; Streukens, S.
  • Store environment and consumer purchase behavior: Mediating role of consumer emotions
    Sherman, E.; Mathur, A.; Smith, R.
  • Designing the user interface: Strategies for effective human–computer interaction
    Shneiderman, B.
  • Internet marketing: Web site navigational design issues
    Taylor, M.J.; England, D.

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