The Psychology of Customer Experience

Abstract

This chapter deals with online consumer behavior from a psychological perspective. It integrates psychological findings and online behavior, trying to shed light on the mind of the costumer. The chapter explores how customers’ emotions influence their experience on a website. The chapter explains how the customers’ thought processes, emotions, and psychology influence their purchase intention and how online retailers should respond to increase sales and conversion.

Citation

Margalit, L. (2019), "The Psychology of Customer Experience", Einav, G. (Ed.) Digitized, Emerald Publishing Limited, Leeds, pp. 87-98. https://doi.org/10.1108/978-1-78973-619-920191005