...Nham Linh Vuong; Dung Phuong Hoang Purpose Focusing on customer experience quality as the central mechanism, this study aims to explain how stimuli on social commerce platforms trigger the urge to buy fashion products impulsively. Design/methodology/approach This study used a theory-driven...

.... Findings In particular, the research identified online self-service technologies (SSTs), when unavailable or not working correctly, had a negative impact on the customer’s experiences, which was common and exacerbated by industry-wide issues with staffing, as customer demand routinely outstripped...

... to be questioned in any way and try at all costs to protect their opinions and privacy. The following table describes the main characteristics of the sample. Findings The results indicate that customer experience, with its three hedonic, cognitive and utilitarian dimensions – along with interactivity...