Interface design and emotions experienced on B2C Web sites: Empirical testing of a research model

  • Authors:

  • Jean íthier;Pierre Hadaya;Jean Talbot;Jean Cadieux

  • Affiliations:

  • Department of Information Systems and Quantitative Methods, Université de Sherbrooke, 2500 Boulevard de l'Université, Sherbrooke, Québec, Canada JIK 2R1;Department of Information Systems and Quantitative Methods, Université de Sherbrooke, 2500 Boulevard de l'Université, Sherbrooke, Québec, Canada JIK 2R1;Department of Information Technologies, HEC-Montréal, 3000 Côte Sainte-Catherine, Montréal, Québec, Canada H3T 2A7;Department of Information Systems and Quantitative Methods, Université de Sherbrooke, 2500 Boulevard de l'Université, Sherbrooke, Québec, Canada JIK 2R1

  • Venue:
  • Computers in Human Behavior
  • Year:
  • 2008

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Abstract

This paper examines the impact of four Web site interface features on the cognitive process that trigger online shoppers' emotions, operationalized as mental states of readiness that arise from appraisal of events and considered as direct antecedents to approach or avoidance behaviors. A research model was tested with data collected from 215 Web shopping episodes for low-touch merchandise. Results show that shoppers experienced all six emotions posited in the model. The emotions of liking and joy were experienced intensively by a substantial number of shoppers. The results also demonstrate that interface features - key components of the usability of a Web site - influenced the three cognitive appraisals illustrated in the research model. Moreover, the cognitive appraisals of situational state and control potential impacted the six emotions examined. This paper also highlights several theoretical contributions and managerial implications that should help managers and Web site managers improve the interface design of their Web sites in order to facilitate information gathering and better support online shopping processes.