Digital customer experience: identifying the drivers and outcomes of successful mega events

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dc.cclicenceCC-BY-NCen
dc.contributor.authorHickman, Ellie
dc.contributor.authorKharouf, Husni
dc.contributor.authorBiscaia, Rui
dc.contributor.authorGarcia-Perez, Alexeis
dc.date.acceptance2019-03-01
dc.date.accessioned2020-02-25T09:36:59Z
dc.date.available2020-02-25T09:36:59Z
dc.date.issued2019-06-08
dc.description.abstractThe developments in information technology have enabled mega events to be experienced beyond their geographical location, but there is still a limited understanding of customers’ online experiences. The purpose of this study was to examine online event experiences and its subsequent effects on customers’ future behavioural intentions. Using a sample of 1,726 participants from four countries (United States, United Kingdom, Brazil and South Africa), a structural equation model was conducted with SmartPLS. Results indicate that online content engagement and effective communication influence a customer’s online experience and behavioural intentions in all countries.en
dc.funderNo external funderen
dc.identifier.citationHickman, E., Kharouf, H., Biscaia, R. and Garcia-Perez, A. (2019) Digital customer experience: identifying the drivers and outcomes of successful mega events. 16th International Research Symposium on Service Excellence in Management (QUIS16), Sweden, June 2019.en
dc.identifier.urihttps://dora.dmu.ac.uk/handle/2086/19230
dc.language.isoenen
dc.peerreviewedYesen
dc.subjectOnline consumer-to-consumer interactionen
dc.subjecteffective communicationen
dc.subjectonline content engagementen
dc.subjectonline event experienceen
dc.subjectbehavioural intentionsen
dc.subjectMega eventsen
dc.titleDigital customer experience: identifying the drivers and outcomes of successful mega eventsen
dc.typeConferenceen

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