An X-Ray of the Level of Electronic Purse Usage in Nigeria

This study sets out to examine the level of e-purse usage in Nigeria. Despite the invasion of e-purse as electronic banking channels that has the potential of disempowering the cash systems of exchange and granting firms competitive edge, it is interesting to note that the rate of cash usage still dominates in the Nigeria society. Thus, when compared with more advanced countries, less technically developed nations like Nigeria tend to be backward in terms of e-purse adoption and usage. The study results show that such factors as insecurity, erosion of privacy, customer inertia, operational difficulties and the like are the factors militating against e-purse usage in Nigeria. It is believed that if these inconsistencies are taken care of, the rate of e-purse acceptance will outweigh its present status in the near future

A Review of the Factors Off-Putting the Application of Relationship Marketing in Nigeria

The current dominance of relationship marketing (RM) literature does notimply that its application in modern business operations is withoutlimitations. In fact, its successful application by firms in some advancedeconomies does not mean that its application is guaranteed in developingcountries. Observing this, this study sought to ascertain the factors thathamper the application of RM in Nigeria. Drawing from past empiricalsubstantiations, it was argued that lack of trust, commitment and promisefulfillment, low level of technical development, lack of internal marketing and loose competitive states of Nigerian business environment are the leading factors restraining the application of RM in Nigeria. To facilitate theimplantation of this new marketing tradition in Nigeria, the authorsreinforces that there is need for Nigerian firms to invest more in technology to assist them track the revolutions in the contemporary business environment, build trust and commitment-based relationship

How Are Negative Customer Experiences Formed? A Qualitative Study of Customers’ Online Shopping Journeys

This study investigates how negative customer experiences are formed during customers’ online shopping journeys. A qualitative, in-depth dataset collected from 34 participants was employed to identify negatively perceived touchpoints that contribute to the customer experience in a negative way. The findings reveal that negative touchpoints are experienced during customers’ entire journeys, particularly after a purchase is completed. We identified 152 negative touchpoints from the data, of which 53 were experienced during search and consideration, 35 when finalizing a purchase, 33 during delivery, and 31 during after-sales interactions with the company. Within these four main categories, 20 subthemes describing the touchpoints and formation of customers’ negative experiences were identified therein. The findings highlight the importance of understanding the holistic customer experience formation, including the before- and after-purchase phases of the online shopping journey. In practice, the findings can be utilized in online service design and improvement.peerReviewe

Customer Experience Formation in Online Shopping : Investigating the Causes of Positive and Negative Emotions During a Visit to an Online Store

This study explores customer experience formation in an online shopping context by investigating the causes of customers’ positive and negative emotions during their visit to an online store. Survey data collected from 1786 Finnish online customers was used to identify individuals who experienced strong positive (N = 138) or negative emotions (N = 215) during their visit. The causes of negative and positive emotions were studied by analyzing customers’ open-ended, written explanations attributed to their emotions. Attribution theory is utilized to explain how individuals make sense of their emotions. The findings show that customers offer various explanations for the emotions evoked during a visit to an online store. Three main themes were identified with respect to the causes of such emotions and related to: (1) the online store, (2) the socio-material environment, and, (3) the customer her/himself. Customers generally blame the online store for negative emotions, whereas positive emotions are mostly associated with oneself and one’s success as a consumer. Both negative and positive emotions are to some extent explained by the sociomaterial environment. The findings demonstrate the complexity of customer experience formation. Further investigation of the topic is therefore warranted.peerReviewe