Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures

Anna Hermes; René Riedl

doi:10.1007/978-3-030-88900-5_3

Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures

Anna Hermes, René Riedl

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

2 Citations (Scopus)

Abstract

As a result of changes in customers’ shopping behaviors and a corresponding increase in omnichannel behavior (i.e., a blend of online and offline channels), a good customer experience (CX) is crucial for retailers’ success. Affective CX responses are especially crucial in impacting a company’s marketing outcomes, such as a high level of future purchase intentions. Here, we hypothesize that a customer’s affective CX is significantly influenced by his or her personality traits. Based on this hypothesis, we plan to collect physiological data (heart rate variability) and self-report data to study affective CX. Specifically, we will examine the relationship between personality traits, affective CX, and future purchase channel choice intentions. Based on the findings, we will then formulate academic and managerial implications.

Original language	English
Title of host publication	Information Systems and Neuroscience: NeuroIS Retreat 2021
Editors	Fred D. Davis, René Riedl, Jan vom Brocke, Pierre-Majorique Léger, Adriane B. Randolph, Gernot Müller-Putz
Place of Publication	Cham
Publisher	Springer
Pages	20-29
Number of pages	10
ISBN (Electronic)	978-3-030-88900-5
ISBN (Print)	978-3-030-88899-2
DOIs	https://doi.org/10.1007/978-3-030-88900-5_3
Publication status	Published - 29 Oct 2021
Event	NeuroIS Retreat 2021 : Virtual Conference - Online, Online Duration: 1 Jun 2021 → 3 Jun 2021 http://www.neurois.org

Publication series

Name	Lecture Notes in Information Systems and Organisation
Volume	52 LNISO
ISSN (Print)	2195-4968
ISSN (Electronic)	2195-4976

Conference

Conference	NeuroIS Retreat 2021
Abbreviated title	NeuroIS
City	Online
Period	01.06.2021 → 03.06.2021
Internet address	http://www.neurois.org

Keywords

Customer experience
Emotions
HRV
NeuroIS
Retail

Access to Document

10.1007/978-3-030-88900-5_3

Cite this

Hermes, A., & Riedl, R. (2021). Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures. In F. D. Davis, R. Riedl, J. vom Brocke, P.-M. Léger, A. B. Randolph, & G. Müller-Putz (Eds.), Information Systems and Neuroscience: NeuroIS Retreat 2021 (pp. 20-29). (Lecture Notes in Information Systems and Organisation; Vol. 52 LNISO). Springer. https://doi.org/10.1007/978-3-030-88900-5_3

Hermes, Anna ; Riedl, René. / Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures. Information Systems and Neuroscience: NeuroIS Retreat 2021. editor / Fred D. Davis ; René Riedl ; Jan vom Brocke ; Pierre-Majorique Léger ; Adriane B. Randolph ; Gernot Müller-Putz. Cham : Springer, 2021. pp. 20-29 (Lecture Notes in Information Systems and Organisation).

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title = "Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures",

abstract = "As a result of changes in customers{\textquoteright} shopping behaviors and a corresponding increase in omnichannel behavior (i.e., a blend of online and offline channels), a good customer experience (CX) is crucial for retailers{\textquoteright} success. Affective CX responses are especially crucial in impacting a company{\textquoteright}s marketing outcomes, such as a high level of future purchase intentions. Here, we hypothesize that a customer{\textquoteright}s affective CX is significantly influenced by his or her personality traits. Based on this hypothesis, we plan to collect physiological data (heart rate variability) and self-report data to study affective CX. Specifically, we will examine the relationship between personality traits, affective CX, and future purchase channel choice intentions. Based on the findings, we will then formulate academic and managerial implications.",

keywords = "Customer experience, Emotions, HRV, NeuroIS, Retail",

author = "Anna Hermes and Ren{\'e} Riedl",

note = "Funding Information: This study has been conducted within the training network project PERFORM funded by the European Union{\textquoteright}s Horizon 2020 research and innovation program under the Marie Sk{\l}odowska-Curie grant agreement No. 765395. Note: This research reflects only the authors{\textquoteright} views. The Agency is not responsible for any use that may be made of the information it contains. Publisher Copyright: {\textcopyright} 2021, The Author(s), under exclusive license to Springer Nature Switzerland AG.; NeuroIS Retreat 2021 ; Conference date: 01-06-2021 Through 03-06-2021",

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booktitle = "Information Systems and Neuroscience: NeuroIS Retreat 2021",

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Hermes, A & Riedl, R 2021, Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures. in FD Davis, R Riedl, J vom Brocke, P-M Léger, AB Randolph & G Müller-Putz (eds), Information Systems and Neuroscience: NeuroIS Retreat 2021. Lecture Notes in Information Systems and Organisation, vol. 52 LNISO, Springer, Cham, pp. 20-29, NeuroIS Retreat 2021 , Online, 01.06.2021. https://doi.org/10.1007/978-3-030-88900-5_3

Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures. / Hermes, Anna; Riedl, René.
Information Systems and Neuroscience: NeuroIS Retreat 2021. ed. / Fred D. Davis; René Riedl; Jan vom Brocke; Pierre-Majorique Léger; Adriane B. Randolph; Gernot Müller-Putz. Cham: Springer, 2021. p. 20-29 (Lecture Notes in Information Systems and Organisation; Vol. 52 LNISO).

Research output: Chapter in Book/Report/Conference proceedings › Conference contribution › peer-review

TY - GEN

T1 - Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures

AU - Hermes, Anna

AU - Riedl, René

N1 - Funding Information: This study has been conducted within the training network project PERFORM funded by the European Union’s Horizon 2020 research and innovation program under the Marie Skłodowska-Curie grant agreement No. 765395. Note: This research reflects only the authors’ views. The Agency is not responsible for any use that may be made of the information it contains. Publisher Copyright: © 2021, The Author(s), under exclusive license to Springer Nature Switzerland AG.

PY - 2021/10/29

Y1 - 2021/10/29

N2 - As a result of changes in customers’ shopping behaviors and a corresponding increase in omnichannel behavior (i.e., a blend of online and offline channels), a good customer experience (CX) is crucial for retailers’ success. Affective CX responses are especially crucial in impacting a company’s marketing outcomes, such as a high level of future purchase intentions. Here, we hypothesize that a customer’s affective CX is significantly influenced by his or her personality traits. Based on this hypothesis, we plan to collect physiological data (heart rate variability) and self-report data to study affective CX. Specifically, we will examine the relationship between personality traits, affective CX, and future purchase channel choice intentions. Based on the findings, we will then formulate academic and managerial implications.

AB - As a result of changes in customers’ shopping behaviors and a corresponding increase in omnichannel behavior (i.e., a blend of online and offline channels), a good customer experience (CX) is crucial for retailers’ success. Affective CX responses are especially crucial in impacting a company’s marketing outcomes, such as a high level of future purchase intentions. Here, we hypothesize that a customer’s affective CX is significantly influenced by his or her personality traits. Based on this hypothesis, we plan to collect physiological data (heart rate variability) and self-report data to study affective CX. Specifically, we will examine the relationship between personality traits, affective CX, and future purchase channel choice intentions. Based on the findings, we will then formulate academic and managerial implications.

KW - Customer experience

KW - Emotions

KW - HRV

KW - NeuroIS

KW - Retail

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U2 - 10.1007/978-3-030-88900-5_3

DO - 10.1007/978-3-030-88900-5_3

M3 - Conference contribution

SN - 978-3-030-88899-2

T3 - Lecture Notes in Information Systems and Organisation

SP - 20

EP - 29

BT - Information Systems and Neuroscience: NeuroIS Retreat 2021

A2 - Davis, Fred D.

A2 - Riedl, René

A2 - vom Brocke, Jan

A2 - Léger, Pierre-Majorique

A2 - Randolph, Adriane B.

A2 - Müller-Putz, Gernot

PB - Springer

CY - Cham

T2 - NeuroIS Retreat 2021

Y2 - 1 June 2021 through 3 June 2021

ER -

Hermes A, Riedl R. Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures. In Davis FD, Riedl R, vom Brocke J, Léger PM, Randolph AB, Müller-Putz G, editors, Information Systems and Neuroscience: NeuroIS Retreat 2021. Cham: Springer. 2021. p. 20-29. (Lecture Notes in Information Systems and Organisation). doi: 10.1007/978-3-030-88900-5_3

Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures

Abstract

Publication series

Conference

Keywords

Access to Document

Other files and links

Fingerprint

PERFORM - Pioneering the Digital Future for Omnichannel Retail Managers

Cite this

Exploring the Influence of Personality Traits on Affective Customer Experiences in Retailing: Combination of Heart Rate Variability (HRV) and Self-report Measures

Abstract

Publication series

Conference

Keywords

Access to Document

Other files and links

Fingerprint

Projects

PERFORM - Pioneering the Digital Future for Omnichannel Retail Managers

Cite this