The theoretical understanding of online shopping behavior has received much attention. Less focus has been given to the formation of the
customer experience (CE) that results from online shopper interactions with e-retailers. This study develops and empirically tests a model of the
relationship between antecedents and outcomes of online customer experience (OCE) within Internet shopping websites using an international
sample. The study identifies and provides operational measures of these variables plus the cognitive and affective components of OCE. The paper
makes contributions towards new knowledge and understanding of how e-retailers can provide effective online experiences for customers.
© 2012 Published by Elsevier Inc on behalf of New York University.