Consumer Experience Research Articles

INOVASI GAMIFIKASI WEBSITE PERSY PERFUME SEBAGAI PENGALAMAN KONSUMEN DALAM PEMILIHAN PARFUM KEPRIBADIAN SECARA DIGITAL

This research will discuss how the gamification innovation of the Persy Perfume website in providing a consumer experience for digital personality perfume selection. The trend of using perfume products in Indonesia is increasing, marked by the emergence of many local perfume brands with globally competitive quality. However, product innovation is needed to increase consumer interest in using the product, one of the strategies that can be used is to provide a consumer experience in purchasing products. Persy Perfume is a local brand that uses the aroma of Indonesian spices as a unique selling product and elevates the local culture of wayang as a variant of each scent. Persy through its website provides a consumer experience through "Petualangan Persy Aroma" as a form of innovation in the form of personality test gamification to provide perfume scent recommendations that match the consumer's personality in digital purchases. This research is research with a qualitative descriptive method, to find out how gamification innovations in providing consumer experience to increase consumer interest in shopping for perfume digitally. The result found is that Persy Perfume has found a new innovation in providing a consumer experience through the " Petualangan Persy Aroma", this is an interesting innovation and a new way in the perfume industry to provide a digital consumer experience. By providing a new experience for consumers, this can invite interest from potential consumers to buy the product.

Quality indicators to monitor the quality and safety of care for older people: a scoping review protocol.

The objective of this review is to identify quality indicators used to monitor the quality and safety of care provided to older people (≥ 65 years old) in 8 care settings: primary care; hospital/acute care; aged care (including residential aged care and home or community care); palliative care; rehabilitation care; care transitions; dementia care; and care in rural areas. There is a need for high-quality, holistic, person-centered care for older people. Older people receive care across multiple care settings, and population-level monitoring of quality and safety of care across settings represents a significant challenge. National and international quality indicators used to monitor and evaluate the quality and safety of care at the population level for older individuals in the 8 key care settings will be considered for inclusion. English-language quantitative and mixed method studies published from 2012 will be considered. Academic (MEDLINE, Embase) and gray (government websites, clinical guidelines, Google) literature searches will be conducted. A standardized data extraction tool will be used to describe the identified quality indicators and associated tools. Quality indicators will be categorized by key domains (ie, pain, function, consumer experience, service delivery); quality indicator type (structure, process, outcome); and the Institute of Medicine's 6 dimensions of care quality (eg, efficiency, effectiveness, appropriateness, accessibility, acceptability/person-centered, safety). The scoping review will be conducted in accordance with the JBI methodology for scoping reviews and will follow the Preferred Reporting Items for Systematic Reviews and Meta-Analyses extension for Scoping Reviews (PRISMA-ScR). Open Science Framework https://osf.io/8czun.

Consumer reconnection through the practice of mindful eating

Consumer society has gradually disconnected consumers from the origin of their consumption, the real needs it truly satisfies, and its social and ecological impact. This research aims to study the phenomenon of consumer reconnection, through which consumers try to experience meaning by becoming mindful of their consumption experiences. We focus specifically on the consumption practice of mindful eating. Using an interpretative approach, we show how the reconnection process unfolds around three dimensions: self, nature, and society. We highlight the tensions related to reconnection in everyday life and examine the coping strategies that emerge to reduce these tensions. Finally, we discuss the implications in terms of education, health, and marketing practices.

Shaping Success: The Synergy of Marketing, Regulation, and Technology in Boosting E-Commerce Performance in China

This study examines the influence of marketing, regulation, and technology on the performance of e-commerce companies in China, focusing on the dynamic and highly competitive nature of the digital marketplace. The Chinese e-commerce sector, renowned for its vast scale and complexity, integrates advanced technology, stringent regulatory frameworks, and sophisticated marketing strategies. Marketing efforts, particularly those leveraging social media, influencer partnerships, and personalized consumer experiences, play a pivotal role in driving sales and fostering brand loyalty. Regulatory policies, both facilitative and restrictive, significantly shape the operational environment and strategic decisions of e-commerce firms. Additionally, technological advancements in artificial intelligence, big data analytics, and blockchain have transformed business operations, customer engagement, and supply chain management. This study evaluates the impact of these independent variables on e-commerce performance metrics, including financial performance, market share, customer satisfaction, and operational efficiency. The research aims to elucidate the multifaceted factors contributing to success in China's e-commerce industry, offering valuable insights for practitioners and policymakers seeking to optimize performance in this rapidly evolving sector.

A Study on the Emotional Experience of Consumers through Nike Generated AI Design

A Study on the Emotional Experience of Consumers through Nike Generated AI Design

Exploring the user’s gaze during product evaluation through the semantic differential: a comparison between virtual reality and photorealistic images

Advanced product presentation methods can enhance the product evaluation experience both during the design process and online shopping, as static images often fail to convey essential product details. Virtual Reality (VR) technologies hold great potential in this regard, becoming increasingly accessible to all users. However, the influence of display mediums on emotional responses and product assessment needs further investigation, especially using physiological measures to obtain more objective insights. In this study, we investigate the influence of VR and photorealistic images on assessing and observing virtual prototypes of game controllers. The Semantic Differential technique was employed for product assessment, while built-in eye-tracking was used to measure participants’ viewing time on various areas of interest (AOIs). Our findings show that the medium significantly affects not only product evaluation and confidence in the response but also how the user observes it, with sensory-related features being particularly influenced. These findings hold practical implications for product design and vendors, as understanding the relationship between visualization mediums and product evaluation enhances the design process and improves consumer experiences.

Young consumers' online experiential consumption behavior of foreign contemporary music: generational and gender differences in the refined stimulus-organism-response theory

PurposeThis study aims to examine the younger generations’ experiential consumption of foreign contemporary music online (i.e. digital music streaming services) by generation and gender in the US market.Design/methodology/approachThe author proposes a sequential experiential consumption model by applying Jacoby’s refined stimulus-organism-response (S-O-R) theory to better understand the experiential sequences in foreign music consumption among young generations in the US market. The proposed model, using structural equation modeling (SEM), examines a cognitive permeable role and a hierarchical affective mediating role. Also, moderating roles of generation and gender are simultaneously tested in overall and specific causal relationships.FindingsThe refined S-O-R framework is superior to a linear one in better understanding young consumers’ online experiential foreign music consumption behavior. Moreover, hierarchical sequenced affective organismic behavior is crucial to enhance young consumers’ online music consumption experiences to regulate subsequent behavioral responses. Furthermore, gender differences but no generational differences exist in the experiential consumption process among young consumers. Nevertheless, the strength of S-O-R factors affecting experiential consumption seems idiosyncratic simultaneously in gender and generation.Practical implicationsThe study suggests foreign music streaming services boost profitability by focusing on young consumers' psychological ownership and tailored experiences, encouraging a shift from freemium to premium subscriptions. Also, the findings recommend adopting phygital experiences using technologies like AR, VR and MR to enhance engagement and create unique, emotionally resonant experiences for young consumers, thus fostering a more profitable business model.Originality/valueThe authors address under-researched topics relevant to young generations by applying Jacoby’s refined S-O-R framework to foreign music consumption through online streaming. This approach delves into a lesser-explored consumer behavior framework, highlighting young generations’ musical trends. The model reveals cognitive and affective roles, offering advantages over traditional linear S-O-R models. It also uniquely incorporates the moderating effects of generation and gender in music consumption studies, addressing a gap in music-related studies.

Low-income consumers’ informal and formal financial service experiences: perceptions of access, inclusion, and social dependence

Purpose Low-income consumers’ perceptions of access and inclusion in financial services, remain underresearched. To fill this gap, the purpose of this study, is to investigate elements of low-income consumers’ informal and formal financial service experiences, from their personal experience. Design/methodology/approach Mixed methods using data collected from low-income consumers in Latin America, reveal a spectrum of consumer perceptions making up access, inclusion and social dependence within financial service experiences. Scales, grounded in the consumer experience, are developed, validated and used to test a model of consumers’ service inclusivity perceptions. Findings Service costs, information and documentation difficulty, convenience and social dynamics influence low-income consumers’ perceptions of financial service inclusivity. Research limitations/implications Analysis reveals differentiation in the impact of aspects of low-income consumers’ experiences between formal and informal financial services. Working directly with this unique population exposes the nuance of their financial service experiences. Practical implications This research provides a more holistic perspective on low-income consumers’ financial service experience and provides contextually relevant scales with robust psychometric properties. Services marketers can use this research to inform design and evaluation of financial service offerings for low-income consumers. Originality/value This research contributes to study of the wellbeing of low-income consumers by providing understanding of their financial service experiences from their point-of-view and providing contextually-relevant, empirically validated tools for future inquiry.

Why is KOL (Key Opinion Leader) Advertising on Social Media more Effective at Attracting Consumers than Official Brand Accounts?-Exploring Lancmes Promotion on Chinese Platform RED

In the context of the flourishing digital market, effectively utilizing social media for advertising has become one of the primary concerns for brands. This article aims to investigate the reasons why advertising campaigns by KOLs (Key Opinion Leaders) on Chinese social media platforms garner more attention from consumers compared to official brand accounts. This research employs a case study and interview methodology. The first set of data presents the advertising content and responses of both Lancme's official account and KOL accounts on the Chinese social media platform, Xiaohongshu (RED). The second set of data showcases the interview results from five recruited participants on RED. Each participant was asked to assess their attitudes towards different forms of product promotion. The results indicate that KOLs' posts on RED offer a more relatable and curiosity-inducing perspective by sharing product experiences in everyday life scenarios. This approach resonates with users and brings the promotion closer to consumers. In contrast, the content strategy of official brand accounts tends to focus more on product features, which increases the perceived distance from consumers. Furthermore, interaction data and user feedback from KOL accounts reveal that users are more inclined to trust and reference the authentic usage experiences of fellow consumers rather than official product descriptions. These findings elucidate the practical impact of official brand accounts versus KOL accounts in social media advertising, highlighting the unique value of KOL advertising. Our research is poised to inspire brands to reconsider their social media advertising strategies, potentially bringing forth greater appeal and competitive advantage for the brands.

Bleached Hair as Standard Template to Insight the Performance of Commercial Hair Repair Products

The increasing demand for effective hair care products has highlighted the necessity for rigorous claims substantiation methods, particularly for products that target specific hair types. This is essential because the effectiveness of a product can vary significantly based on the hair’s condition and characteristics. A well-defined bleaching protocol is crucial for creating a standardized method to assess product efficacy, especially for products designed to repair damaged hair. The objective of this study was to create a practical bleaching protocol that mimics real-world consumer experiences, ensuring that hair samples exhibit sufficient damage for testing. This approach allows for a reliable assessment of how well various products can repair hair. The protocol serves as a framework for evaluating hair properties and the specific effects of each product on hair structure. Color, brightness, lightness, morphology, and topography were primarily used to understand the big differences in the hair fiber when treated with two repair benchmark products, K18® and Olaplex®, in relation to the Bleached hair. The devised bleaching protocol proved to be a fitting framework for assessing the properties of hair and the unique characteristics of each tested product within the hair fiber. This protocol offers valuable insights and tools for substantiating consumer claims, with morphological and mechanical methods serving as indispensable tools for recognizing and validating claims related to hair. The addition of K18® and Olaplex® demonstrated an increase in hair brightness (Y) and lightness (L* and a*) in relation to the Bleached samples, which were considered relevant characteristics for consumers. Olaplex®’s water-based nature creates a visible inner sheet, effectively filling empty spaces and improving the disulfide linkage network. This enhancement was corroborated by the increased number of disulfide bonds and evident changes in the FTIR profile. In contrast, K18®, owing to the lipophilic nature of its constituents, resulted in the formation of an external layer above the fiber. The composition of each of the products had a discrete impact on the fiber distribution, which was an outcome relevant to the determination of spreadability by consumers.

The Key Factors for Improving Returns Management in E-Commerce in Indonesia from Customers’ Perspectives—An Analytic Hierarchy Process Approach

The rapid growth of e-commerce has led to an increase in the number of product returns in supply chains, which is both environmentally and economically challenging. E-commerce companies need to effectively manage product returns, as this has a direct impact on their reputation and consumer experience. Reducing returns is key to maintaining sustainable practices for online product sales. A significant increase in e-commerce transactions is also evident in Indonesia, which is the fourth largest country in the world. Despite the very large size of the market, research on e-commerce in the business-to-customer (B2C) market in Indonesia is underrepresented in the literature. The purpose of this paper is to identify key factors from the customer perspective that influence product returns in reverse logistics in Indonesian e-commerce. The novelty of this study stems from the focus on the customer perspective on product returns in the B2C market when shopping online and the spatial scope. Due to the uncertainty inherent in multi-criteria decision making, the analytic hierarchy process (AHP) method was used to rank factors and potential solutions derived from a critical literature review. As a result, the study provides a ranking of factors and alternatives for managing e-commerce returns in Indonesia. The results show that among Indonesian e-commerce customers, product quality (QP) was rated the highest, while (Pu) was rated the lowest. In terms of the alternatives that are the most suitable for improving the customer experience of e-commerce product returns in Indonesia, a clear returns policy (CRP) scored the highest, while the merchandise catalog (Cat) was rated as the lowest priority.

The Influence of Mcdonald's Application on Consumer Satisfaction and Purchasing Decisions among Students in Bandung City

This research aims to explore the impact of the McDonald's application on satisfaction and purchasing decisions among Bandung City students. The application is considered a symbol of the company's adaptation to technological advances and digitalization in the modern era. The research method applied was descriptive-quantitative, with data collection using questionnaires, involving 109 Bandung City students as respondents. The research results concluded that the McDonald's application had a significant role in influencing student satisfaction and purchasing decisions. The application of technology through applications creates a satisfying experience for consumers, having a positive impact on purchasing decisions. These findings highlight the need for companies to adapt to technological developments to meet consumer expectations, especially among digitally active students. In conclusion, the McDonald's application plays a positive role in creating satisfaction and influencing student purchasing decisions in Bandung City.

Text Mining Analysis of Changes in Consumer Perceptions of Food Index

This study conducted a topic modeling analysis with the BERT model to identify the themes of the review texts on seafood written by consumers and compare them with the empirical analysis results from surveys. More specifically, this study analyzed the relationship between consumers’ perceptions of seafood and the food index level, a subdomain of the PKNU Maritime Index. In particular, the correlation was explored to verify the relationship between the Korean consumers’ evaluation of seafood concerning taste, nutrition, variety, price, and safety and the food index. The findings were as follows. First, consumers’ perceptions of seafood were found to have a significant positive correlation with the food index. Second, the multiple regression analysis showed that, apart from the variety, the food index had a significant positive effect in the order of safety, nutrition, taste, and price. Such research findings showed that it is necessary to understand consumer perceptions of seafood, and the food index centered on the Northeast Asian Sea could be used as a foundation to improve consumer experience and satisfaction. This study further expanded the scope of existing marine humanities research by conducting text-mining analysis, providing theoretical and practical implications.

DEVELOPMENT OF ELECTRONIC COMMERCE IN UKRAINE AND ITS IMPACT ON THE ECONOMY

The development of electronic commerce positively impacts the national economy by transforming business processes and consumer experience. eCommerce provides convenient access to goods and services from anywhere in the world, reducing costs and time spent on purchases, and facilitates the expansion of market opportunities. The aim of this study is to analyze the various characteristics and dimensions of eCommerce development in Ukraine, both before and after the full-scale war, and to examine its profound impact on the economy and broader society. This investigation will consider the shifting trends, challenges, and opportunities within the digital marketplace, offering insights into how these changes influence economic performance and social dynamics. The paper presents an analysis of eCommerce in Ukraine, including the legislative definition of «electronic commerce» and the positive aspects of digitalization on the economy. It examines the effects of global and local factors on the development of eCommerce in Ukraine and provides an overview of the dynamics of Ukrainian eCommerce from 2017 to 2023 in terms of major retailers. A forecast of significant growth in eCommerce revenues by 2029 in Ukraine is provided, based on the adoption of new technologies, including artificial intelligence and blockchain solutions, as well as improvements in digital literacy, expansion of eCommerce infrastructure, changes in consumer habits, and support for small and medium-sized businesses. Based on the analysis, recommendations for post-war recovery of the eCommerce sector are proposed. Conclusions are drawn regarding the positive impact of eCommerce on businesses, the state, and consumers. Further development of eCommerce in Ukraine requires adaptation to new conditions and technological innovations, increased digital literacy, and support for small and medium enterprises in their transition to online platforms

Sistem Informasi Penjualan Roti Rona Cake & Bakery Berbasis CMS

Bread Sales Information System Based on CMS (Content Management System) “Rona Cake & Bakery” is a technological innovation that aims to improve operational efficiency and effectiveness in the bread and cake business “Rona Cake & Bakery”. In the increasingly advanced digital era, the use of information technology is crucial in achieving business success. This paper discusses in depth the development and implementation of a CMS-Based Sales Information System in the “Rona Cake & Bakery” business. This paper includes needs analysis, system design, implementation, and testing, as well as the expected benefits of using this system. The CMS-Based Sales Information System allows “Rona Cake & Bakery” to improve product sales management, expand customer reach, and improve the shopping experience for consumers. With this platform, customers can easily place orders online, choose the desired products, and make payments securely. The expected benefits of implementing this Sales Information System are increased operational efficiency, increased business competitiveness in the culinary industry, and increased customer satisfaction through better service

Stimuli‐Responsive Bio‐Based Surfactant‐Polymer Gels

Rheological structuring and tunability of surfactant solutions is a vital aspect of product formulation for pharmaceutical, cosmetic and consumer product applications. Sulfate-free anionic surfactants (amino acid-based or bio-based surfactants) do not tend to build adequate structure and exhibit slow response in the presence of zwitterionics and salts unlike their sulfate-based counterparts which are able to respond quickly to external stimuli (change in pH and electrolyte concentration) via the formation of worm-like micelles. We explored an alternate structuring approach to establishing stimuli responsiveness in a mixed sodium laurylglucosides hydroxypropyl sulfonate (SLHS)-based surfactant system, through engineered surfactant-polymer interactions. We report in this work that the interplay of hydrophobic and electrostatic interactions between the mixed system of SLHS and Cocamidopropyl Betaine (CAPB) with Carrageenan produces a synergistic increase from ∼103 to ∼106 mPa.s in viscosity of the overall system, giving rise to a structuring mechanism which is tunable and responsive to external stimuli- such as variation in pH or electrolyte levels. This finding may prove helpful to formulators in related fields for the development of sulfate-free formulations which impart a novel and differentiated consumer experience.

Exploring nuances of liminality: Unbridled, oriented, and restrained liminality in cultural rituals

Numerous consumption experiences have been conceptualized as rituals, comprising pre-liminal, liminal, and post-liminal stages. While prior research has proposed interconnections between these stages, it has been limited in addressing nuanced variations within the liminal stage. Specifically, this study examines the interaction between the pre-liminal and liminal stages. Through a longitudinal and multi-sited approach, incorporating visual anthropology and participant interviews at rock music festivals, we demonstrate that consumers can undergo three types of liminality—unbridled, oriented, and restrained liminality—depending on their approach to preparation and anticipation. While some meticulously prepare for the festival experience, others embrace spontaneity. Similarly, while some eagerly anticipate the festival with positivity, others harbor negative expectations. This research contributes a nuanced understanding of liminality within diverse consumer trajectories.

Real-world evidence evaluation on consumer experience and prescription journey of diclofenac gel in Sweden.

The aim of this study was to understand profiles of topical Voltaren gel diclofenac (VGD) 2.32 and 1.16% consumers through analyzing prescription patterns and to characterize treatment satisfaction, functional impairment, and pain relief after over-the-counter (OTC) VGD use in Sweden under real-world conditions. This observational, real-world study conducted in Sweden had retrospective and prospective segments. The retrospective secondary data segment utilized 12-month diclofenac gel prescription data from the Swedish eHealth Agency (E-hälsomyndigheten). The prospective segment included electronic surveys completed at baseline and weeks 4 and 12 by adult consumers who purchased OTC VGD to treat their pain. Secondary data analyses (n = 12,145) showed that 56.7% of patients receiving diclofenac gel were females ≥70 years old. Most patients did not switch pain treatments; the mean time between diclofenac gel refills was about 2.5 months. From the surveys (n = 264), VGD provided pain relief, indicated by improvement in 11-point pain numeric rating scale scores. Average pain severity at baseline was 5.8 - improving by a mean of 1.3 and 1.9 points at weeks 4 and 12, respectively. The majority of consumers reported improvement in daily functioning (i.e., health-related quality of life [HRQoL]), and most were at least somewhat satisfied with VGD treatment results. This real-world study provides important insights into the prescription patterns of diclofenac gel and the consumer experience with OTC VGD in Sweden. Patients rarely switched to other topical nonsteroidal anti-inflammatory drugs, and VGD consumers reported pain relief and improved HRQoL compared to baseline - resulting in treatment satisfaction.

The impact of order fulfillment on consumer experience: text mining consumer reviews from Amazon US

PurposeThis research analyzes online consumer reviews and ratings to assess e-retail order fulfillment performance. The study aims to (1) identify consumer journey touchpoints in the order fulfillment process and (2) determine their relative importance for the consumer experience.Design/methodology/approachText mining and analytics were employed to examine over 100 m online purchase orders, along with associated consumer reviews and ratings from Amazon US. Using natural language processing techniques, the corpus of reviews was structured to pinpoint touchpoints related to order fulfillment. Reviews were then classified according to their stance (either positive or negative) toward these touchpoints. Finally, the classes were correlated with consumer rating, measured by the number of stars, to determine the relative importance of each touchpoint.FindingsThe study reveals 12 touchpoints within the order fulfillment process, which are split into three groups: delivery, packaging and returns. These touchpoints significantly influence star ratings: positive experiences elevate them, while negative ones reduce them. The findings provide a quantifiable measure of these effects, articulated in terms of star ratings, which directly reflect the influence of experiences on consumer evaluations.Research limitations/implicationsThe dataset utilized in this study is from the US market, which limits the generalizability of the findings to other markets. Moreover, the novel methodology used to map and quantify customer journey touchpoints requires further refinement.Practical implicationsIn e-retail and logistics, comprehending touchpoints in the order fulfillment process is pivotal. This understanding helps improve consumer interactions and enhance satisfaction. Such insights not only drive higher conversion rates but also guide informed managerial decisions, particularly in service development.Originality/valueDrawing upon consumer-generated data, this research identifies a cohesive set of touchpoints within the order fulfillment process and quantitatively evaluates their influence on consumer experience using star ratings as a metric.

Talking About Things Important to Me: Mental Health Consumers' Experiences of Consumer-Rated Measures.

Since 2002, National Outcomes and Casemix Collection of clinician-rated and consumer-rated outcome measures has become part of routine care within Australian clinical mental health services, aiming to ensure that services understand, improve and are accountable for effectiveness of treatment and care provision. Consumer-rated outcome measures, implemented well, support basic human rights of consumers to be asked, heard and included equally in their own care. However, their use has lagged due to clinician inertia, uncertainty about their value to clinical care, assumptions about consumers' capacity to complete the measures and organisational cultural issues that have hampered more holistic assessment, consumer inclusion and care collaboration. Much is known about negative, largely tokenistic use of such measures, poor uptake and dominance of clinical approaches to measurement that privilege clinical expertise; however, little is known about consumers' positive experiences of using consumer-rated measures, Therefore, our aims were as follows: to seek the views and experiences of mental health consumers of using consumer-rated measures in their encounters with clinicians; to understand better whether there were benefits (and if so what) of consumer-rated measures being used in routine mental health practice; to understand how feedback on the use of consumer-rated measures can inform training for mental health staff; and to promote their wider use within mental health services. In-depth interviews conducted with 10 Australian mental health consumers used interview questions co-designed with lived experience and clinical advocates. Descriptive thematic analyses produced four themes emphasising consumers' preferences for completing the measures, the importance of explaining their purpose, how the process validated their feelings and was an opportunity for self-reflection, sense-making, trust-building, and transparency in the encounter and empowerment. This research offers recommendations about the value of effective implementation of consumer-rated measures.