Negative Online Shopping Experiences: An Exploration of Remembered Dissatisfaction and its Meaning for Consumers’ Future Experiences
Consumers evaluate each step of their journey, which influences consumer’s expectations for further experiences and future intentions. Accordingly, past experiences are stored in consumers’ memory but each part of the journey will not be remembered. What drives further behaviours and intentions are the events of the experience that are considered more emotional and atypical, also called peaks. The
