This dissertation studies the antecedents and consequences of the flow experience in online retailing environments. Flow is the enjoyable and engrossing experience that people feel when acting with total involvement. A review of previous studies suggests that applying the notion of flow to understand the online consumer experience is a promising but underdeveloped field with several conceptual and methodological issues. This dissertation attempts to contribute to our understanding of flow in online shopping in three ways. First, a three-part validity study was carried out using different approaches to construct validity and involving two sets of two flow measures: the Flow State Scale (FSS, Jackson and Marsh 1996) and the Internet Flow Scale (IFS). The first study related flow to behavioral criteria in online shopping. The second conducted a traditional construct validity study in which we developed and tested a “nomological network” of relationships between flow measures and other logically-related constructs. This study also included a Multitrait-Multimethod validity study. The third was a factorial validity study of the flow construct. These studies provided evidence of construct validity for flow and suggested that the FSS had advantages over the IFS in terms of validity. Second, this dissertation tested a comprehensive model of flow that included the underlying dimensions of flow, the mediating effects of perceived challenge and skill on flow, and antecedents and consequences of flow. Consequences of flow include perceived usefulness, affective responses to the site, and intentions to revisit and purchase. Overall, results based on data collected by a controlled experiment supported our model, suggesting that flow is a second-order construct and positively related to outcome variables. Thirdly, we studied the effect of Web site complexity on flow. Perceived site complexity was found to effect flow negatively. Investigating the effects of it on inducing flow in online shopping may eventually lead us to guidelines for improving the shopping experience by designing more capable Web sites.

In recent years, social commerce sites such as Groupon and LivingSocial have achieved great success in attracting new consumers and increasing store traffic for a growing number of businesses. However, it is still unclear how the information flow to reach new consumers is generated. Understanding this information flow is the key to the question of what lead to the success of these companies. In the online context, the key information disseminators can have both a large-scale network and a decisive influence on the nodes that are connected closely to them, indicating an important pattern of consumer purchase process. Here, we argue that one of the prominent advantages of social commerce is the information dissemination process, during which word of mouth (WOM) is generated to boost consumer traffic. In the present study, we conduct a cluster analysis to segment online shoppers according to their information dissemination contribution. Gatekeeping theory was used for conceptualizing consumers who tend to disseminate more commercial information and WOM in social commerce, providing us the theoretical basis for clustering consumers. Our findings suggest that a sizable proportion of consumers constituted the gatekeeper group (approximately 25%). Gatekeepers tend to be highly active in both finding the outside source of information and connecting it with inside social networks. In addition, different aspects of the potential to become gatekeepers divide the rest of the consumers into two groups. To date, the present research is the first to explore online consumer segmentations using the gatekeeping perspective. / text

Utvecklingen av e-handeln går snabbt och starkt framåt. E-handel kan bland annat innebära att företag säljer produkter via internet och är den definition som denna rapport utgår ifrån. Syftet med studien var att, utifrån faktorerna produkt, service, information, design, säkerhet, funktionalitet och enkelhet, ta reda på vilka av dessa som påverkar kundernas köpbeslut. Studiens syfte var också att ta reda på vilken av faktorerna som har störst inverkan på köpbeslutet vid köp av hemelektronik på internet samt om det finns skillnader baserat på kundegenskaper samt att studera kommunikationens påverkan på köpbeslutet. Studien har genomförts med en deduktiv ansats via kvantitativa metoder där det utgåtts från teorierna köpprocessen på internet, Dimension process quality, Online Consumer Behavior samt Media richness theory för att skapa en frågeställning. För att besvara frågeställningen skapades en enkät via Google formulär som skickades ut via sociala medier. Resultatet av enkäten sammanställdes i diagram som sedan analyserades. Resultatet visade att samtliga faktorer har en inverkan på köpbeslutet men den faktor som konsumenterna ansåg vara viktigast var säkerhet. Vidare analys av resultatet visar att män och kvinnor är i största mån eniga i vilka faktorer de anser vara viktigast. Resultatet visar även att vart konsumenten är bosatt påverkar köpbeslutet då de svarat olika. Studien visade även att kommunikation bör vara en egen faktor inom teorierna då kommunikationen har en stor inverkan på köpbeslutet.

The purpose of this thesis has been to investigate the phenomenon of shopping-hauls from a consumer perspective. Along with exploring ifconsumers’ purchasing behavior is affected by shopping-hauls, the aim is to provide insights into the phenomenon and how it affects consumers. In particular, the study aspires to understand whether consumers perceive shopping-hauls as a possible substitute for the need for touch. If so, shopping-hauls could be used to decrease uncertainty online. This thesis was conducted using a qualitative research method, with semi-structured interviews. The respondents in the interviews were consumers living in Sweden with knowledge of shopping-hauls. Twenty-five consumers participated in the interviews for the thesis, and they are all anonymous. The thesis has followed an inductive research approach to gain deeper understanding of the phenomena of shopping-hauls and receive new insights based on the respondents’ experiences. The literature review in this thesis includes theories about influencer marketing, sensory marketing, and online consumer behavior. Furthermore, the conceptual framework demonstrates the relationship between the mentioned theories. The empirical results of the thesis highlights challenges and opportunities which might occur when consumers make purchases online, as well as provides insights into how shopping-hauls are perceived by consumers. Based on these results, we created a three-step model for developing a strategy where shopping-hauls are used to reduce the consumer’s uncertainty when shopping online. The three steps are: Selection of influencer, identify the consumer, and evaluation.

The expansion of second hand clothing markets has developed through the recent years and the phenomenon has turned into a trend and normalization among fashion companies and consumers, rather than its historical label of being connected to low status. As digitalization has become important for how people consume fashion products, previous research suggests several perceived risks with shopping online. However, the Swedish second hand clothing market in the menswear segment is presented as a rather underdeveloped research area, which allows this study to investigate potential risks and possibilities in an online environment. In addition, we apply a combination of two theories (1) The perceived risk theory and (2) The servicescape theory. The chosen theories have been interpreted and tweaked in order to adapt to this research approach and to further analyze University students at Swedish School of Textiles and their online behavior, but also attitude towards second hand clothing. By applying these theories, a contribution on a deeper understanding was achieved and thereby allowed us to fulfill the purpose of the study, which is to identify how online companies can improve their presentation of product assortment with focus on second hand clothing menswear, using eye tracking technology. Hence, the results provide an increased knowledge from a business perspective and a consumer perspective. The chosen methodology for this study is based on a qualitative approach, primarily a laboratory experiment (eye tracking experiment), followed by a semi-structured interview. The experiment and the interviews took place at Handelslabbet located in Borås and the participants were students from Textile Management Bachelor program year 1. The most prominent perceived possibility was shown to be “Second hand - an increasing assortment” and the most prominent risk was “A hidden assortment”. The perceived risks and possibilities are presented in an online environment based on The servicescape theory. Ultimately, the findings indicate that an attitude- and behavioral gap is still a challenge in regards to sustainable consumption. Thus, companies must increase and develop strategies for their customers that facilitates how to consume more sustainably in an e-commerce environment.

Bakgrund: Sociala medier har blivit en plattform för kommunikation mellan företag och konsumenter. Konsumenter kan samla information innan ett köp och därför är annonsering på sociala medier ett strategiskt verktyg för att rikta in sig på konsumenter och skapa behov. När pandemin av Covid-19 inträffade gav det konsekvenser som att stanna hemma och social distansering. Detta resulterade i att företagen var tvungna att anpassa sig till de förändrade kosnumentbeteendena. Syfte: Denna studien syftar till att studera hur konsumenter upplevde sabbmode-reklamen på sociala medier under Covid-19-pandemin. Dessutom, hur konsumenter har upplevt individualiserad snabbmode-reklam på sociala medier under pandemin. Slutligen, om reklamen har påverkat konsumenternas köpbeslut under pandemin. Forskningsfrågor: Hur och på vilket sätt har konsumenter upplevt snabbmode-reklam på sociala medier under Covid-19-pandemin? Hur och på vilket sätt har konsumenter upplevt individualiserad snabbmodereklam på sociala medier under Covid-19-pandemin? Hur och på vilket sätt har fast fashion-reklamen på sociala medier påverkat konsumenternas köpbeslut under Covid-19-pandemin? Teorier: Det teoretiska ramverket börjar med teorier kopplade till sociala medier som inkluderar reklam på sociala medier och rörlighet. Den består också av individualiserad reklam med teorier om interaktiv kommunikation och beteendereklam online. Slutligen kommer konsumentbeteende där köpbeslut, varumärkesimage och förtroende presenteras. Metod: En kvantitativ metod användes i denna studie med en deduktiv ansats. En enkät skickades ut för att få fram den data som behövdes för denna studie. 312 svar samlades in och analyserades med hjälp av SPSS. Resultat: Baserat på analysen av studiens empiriska data kan det konstateras att svenska konsumenter upplevde reklam på sociala medier och individualiserad reklam om snabbmode under pandemin på olika sätt. Flera faktorer och jämförelser hade inverkan. Samma resultat kunde hittas när det gäller konsumentköpbeslut för snabbmode under pandemin. / Background: Social media have become a platform for communication between companies and consumers. Further, consumers can gather information before a purchase and therefore social media advertising is a strategic tool to target consumers and create needs. However, when the pandemic of Covid-19 occurred it gave consequences such as staying home and social distance. As a result, companies had to adapt to the changed behaviors. Purpose: This research thesis aims to study how consumers experienced fast fashion advertising on social media during the pandemic of Covid-19. Furthermore, how consumers have experienced individualized fast fashion advertising on social media during the pandemic. Lastly, if the advertisement has impacted consumers' purchase decisions during the pandemic. Research questions: How and in what way have consumers experienced fast fashion advertising on social media during the pandemic of Covid–19? How and in what way have consumers experienced individualized fastfashion advertising on social media during the pandemic of Covid-19? How and in what way has fast-fashion advertising on social media affected consumers' purchase decisions during the pandemic of Covid-19? Theoretical framework: The theoretical framework starts with theories connected to social media which includes advertising on social media and vividness. It also consists of individualized advertising with theories about interactive communication and online behavioral advertisements. Lastly, comes consumer behavior where purchase decision, brand image and trust is presented. Methodology: A quantitative method was used in this study with a deductive approach. A survey was sent out to obtain the data necessary for this study. 312 answers were collected and analyzed with the help of SPSS. Findings: Based on the analysis of the study’s empirical data it can be stated that Swedish consumers experienced advertising on social media and individualized advertising about fast fashion during the pandemic in different ways. Several factors and comparisons had an impact. The same result could be found regarding consumer purchase decisions for fast fashion during the pandemic.

ABSTRACT  Date: 02.06.2021  Level: Bachelor thesis in Business Administration, 15 cr  Institution: School of Business, Society and Engineering, Märlardalen University  Title: An exploratory study: The role of trust and perception through influencer marketing and artificial intelligence on millennials and generation Z’s purchase intent in the online retail context.  Tutor: Leanne Johnstone  Keywords: Online consumer behavior, Influencer marketing, Artificial intelligence, Trust in the online context, Perception in the online context, Millennials and Generation Z  List of abbreviations: SNS, SMI, AI, Gen Z, Gen Y, TRA, TPB, TAM  Research questions: How does Influencer’s marketing and AI affect trust and perception (i.e. aspects of consumer buying behavior) for millennials and generation z’s purchase intent in the online retail context?  Purpose: The purpose of this thesis is to develop an understanding on how trust and perception, through social media influencers and AI (algorithms) influences the purchase intention of millennials and generation Z’s in the online retail context.  Method: This thesis used an inductive approach towards theory development. In order to accomplish this qualitative research focus group interviews were conducted. The data collected through these focus group interviews were then thematically analyzed to identify common patterns, themes and topics.  Conclusion: The conclusion for this study finds that influencer marketing and artificial intelligence influences trust and perception in the online retail context, which in return impacts the purchase intentions of Millennials and Gen Z. Furthermore, this study also finds that Millennials and Gen Z, based on the experiences of their respective generations, have different behavioral attitudes in the online context.

Submitted by Pedro Lopes (pedroyucky@gmail.com) on 2014-12-19T17:37:15Z No. of bitstreams: 1 dissertacao_pedrohmlopes_facebook-vs-website.pdf: 1519392 bytes, checksum: dc06ac128d0fe6b1fb246fdd8d498edb (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2015-01-07T11:12:27Z (GMT) No. of bitstreams: 1 dissertacao_pedrohmlopes_facebook-vs-website.pdf: 1519392 bytes, checksum: dc06ac128d0fe6b1fb246fdd8d498edb (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-01-09T18:02:17Z (GMT) No. of bitstreams: 1 dissertacao_pedrohmlopes_facebook-vs-website.pdf: 1519392 bytes, checksum: dc06ac128d0fe6b1fb246fdd8d498edb (MD5) / Made available in DSpace on 2015-01-09T18:04:50Z (GMT). No. of bitstreams: 1 dissertacao_pedrohmlopes_facebook-vs-website.pdf: 1519392 bytes, checksum: dc06ac128d0fe6b1fb246fdd8d498edb (MD5) Previous issue date: 2014-11-14 / Companies have looked for many new ways to communicate with their customers. In the current scenario, Facebook has proven to be an efficient communication tool between consumers and businesses. This study aims to understand the differences in the complaint messages sent to companies, through an experiment that measured the emotional tone and the lack of formality in each message received by the website and the Facebook page of the company. As expected, people are more informal on Facebook. However, contrary to our intuition, participants tended to display more emotions on the company website. The social norms theory and the impression management contributed to explain the phenomena found. / As empresas têm procurado encontrar diversas novas maneiras de se comunicar com seus clientes. No atual cenário, o Facebook tem se mostrado uma eficiente forma de comunicação entre consumidores e empresas. Este estudo busca entender as diferenças nas reclamação enviadas para empresas, através de um experimento que mede o nível de emoção e comprometimento com a formalidade em mensagens recebidas através do website e a página do Facebook da empresa. Como esperado, as pessoas são mais informais no Facebook. Porém, contrariando nossa intuição, tendem a demonstrar mais emoções no website da empresa. A teoria de normas sociais e de gestão de auto-imagem ajudaram a explicar os fenômenos encontrados.