Customer engagement with websites: a transactional retail perspective

Abstract

PurposeThis paper aims to focus on customer engagement (CE) in the underexplored context of transactional retailing websites, providing insight into the drivers, manifestations and dimensionality of the construct. The website is viewed as a collection of environmental stimuli, and focus is placed on identifying the website environmental cues that promote CE.Design/methodology/approachThis focussed study follows an exploratory research design. A total of 22 semi-structured interviews were conducted with one segment group: over-55-year-old female online shoppers in the most commonly purchased product category online, clothing. The stimulus–organism–response model forms the theoretical framework.FindingsThe unique findings identify that product-related environmental cues drive CE on a website, suggesting that CE occurs at the level of the product, as opposed to the website.Research limitations/implicationsCE with websites exists beyond the customer–brand dyad, with the website forming the third node in a triadic relationship between customer, brand (at level of the product) and website (at level of the product-related cues).Practical implicationsThis study reveals the relationship between website environmental cues and the manifestation of CE, providing managers with insight on how best to drive CE. Confirmation is provided that the website represents a vital touchpoint in the engagement journey of a retail customer.Originality/valueWebsites as a focal object for CE are markedly under-researched. This study empirically supports the relevance of considering CE in this context and reveals the influence online environments have on CE.