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Article

Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China

by 1,2 and 2,*
1
School of Design and Art, Henan University of Technology, Zhengzhou 450001, China
2
Department of Smart Experience Design, Kookmin University, Seoul 02707, Korea
*
Author to whom correspondence should be addressed.
Academic Editors: Shib Sankar Sana and Sweety Sadhukhan
J. Theor. Appl. Electron. Commer. Res. 2021, 16(6), 2151-2169; https://doi.org/10.3390/jtaer16060120
Received: 31 July 2021 / Revised: 25 August 2021 / Accepted: 26 August 2021 / Published: 31 August 2021
(This article belongs to the Special Issue The New Era of Digital Marketing)
A series of digital marketing transformations have been carried out at Chinese gas stations. From the perspective of user experience, the article discovers the problems in the digital service system of gas stations. Through semi-structured interviews, we collect consumers’ actual usage of digital equipment and service systems. The research adopts grounded theory to encode qualitative data. The behavioral state and psychological needs of consumers in the driving situation are analyzed. The study clarifies the influence of consumer behavior status, service context process, key task difficulty, and service information visualization on service experience. The discovery of service problems in turn help to further optimize the digital service system. The constructed SITE model clarifies the key factors of user experience in the gas station scenario. The research findings can provide a theoretical reference and practical guidance for gas station business owners, managers, and designers. View Full-Text
Keywords: gas station digital service; user experience; influencing factor; grounded theory gas station digital service; user experience; influencing factor; grounded theory
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MDPI and ACS Style

Li, F.; Pan, Y. Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China. J. Theor. Appl. Electron. Commer. Res. 2021, 16, 2151-2169. https://doi.org/10.3390/jtaer16060120

AMA Style

Li F, Pan Y. Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China. Journal of Theoretical and Applied Electronic Commerce Research. 2021; 16(6):2151-2169. https://doi.org/10.3390/jtaer16060120

Chicago/Turabian Style

Li, Fang, and Younghwan Pan. 2021. "Research on Influencing Factors of Service Interactive Experience of Digital Gas Station—The Case from China" Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6: 2151-2169. https://doi.org/10.3390/jtaer16060120

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