Proceedings of the 19th International Symposium on Management (INSYMA 2022)

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How Does Customer Experience in a Traditional Fast Fashion Retail Setting Influence Customer Traditional and Electronic Word-of-Mouth Intention?

Authors
Adilla Anggraeni1, *, Sunita Dhillon1
1Bina Nusantara University, Jakarta, Indonesia
*Corresponding author. Email: aanggraeni@binus.edu
Corresponding Author
Adilla Anggraeni
Available Online 5 December 2022.
DOI
10.2991/978-94-6463-008-4_123How to use a DOI?
Keywords
Customer experience; electronic word-of-mouth; fashion retail; peace of mind; peer-to-peer interaction; word-of-mouth
Abstract

The primary objective of this study is to examine whether customer experience influences customer’s intention to share traditionally and electronically in the context of a fast fashion retail setting in Jakarta, Indonesia. An online questionnaire was distributed to 206 respondents from Jakarta. The relationship between variables was tested using Multiple and Simple Linear Regression Analysis. The study’s results show that peace of mind and peer-to-peer interaction have a positive influence on customer experience. There is no clear evidence that customer’s impressions of new media invested by retailers influence their experience. Moreover, customer experience positively influences customer’s intention to share traditionally and electronically.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 19th International Symposium on Management (INSYMA 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
5 December 2022
ISBN
978-94-6463-008-4
ISSN
2352-5428
DOI
10.2991/978-94-6463-008-4_123How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Adilla Anggraeni
AU  - Sunita Dhillon
PY  - 2022
DA  - 2022/12/05
TI  - How Does Customer Experience in a Traditional Fast Fashion Retail Setting Influence Customer Traditional and Electronic Word-of-Mouth Intention?
BT  - Proceedings of the 19th International Symposium on Management (INSYMA 2022)
PB  - Atlantis Press
SP  - 987
EP  - 995
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-008-4_123
DO  - 10.2991/978-94-6463-008-4_123
ID  - Anggraeni2022
ER  -