Skip to main content
SpringerLink
Log in

The “Pandemic Effect” on e-Commerce

  • Conference paper
  • First Online:
Book cover Human Interaction, Emerging Technologies and Future Systems V (IHIET 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 319))

Abstract

The COVID-19 pandemic has led us to new social behavior. To contain the virus, governments have imposed social distancing and confinement. The fear of contamination and the inability to go out to buy essential and non-essential goods intensified the perceived threats associated with offline channels, as well as the perceived benefits and relative attractiveness of digital ones. This dynamic has shifted the market towards online platforms. This paper intended to identify new behavior patterns in online shopping as we face an unprecedented scenario. We conducted exploratory interviews with 18 people and constructed an online questionnaire that had 327 respondents. Our findings reinforce the relationship between a flawless consumer journey (from pre- to post-sales) and a positive shopping experience.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 99.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 129.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Orecchio-Egresitz, H.: At least 2.8 billion people around the world are in some kind of lockdown because of the coronavirus pandemic. Insider, 24 March 2020. https://www.insider.com/coronavirus-forces-billions-into-lockdown-around-world-2020-3. Accessed 25 Aug 2020

  2. Sheth, J.: Impact of Covid-19 on consumer behavior: will the old habits return or die? J. Bus. Res. 117, 280–283 (2020). https://doi.org/10.1016/j.jbusres.2020.05.059

    Article  Google Scholar 

  3. Nielsen. COVID-19: COMPORTAMENTO DAS VENDAS ONLINE NO BRASIL. São Paulo (2020). https://www.nielsen.com/br/pt/insights/article/2020/covid-19-comportamento-das-vendas-online-no-brasil/

  4. Associação Paulista de Supermercados. E-commerce brasileiro quase dobra suas vendas em abril em comparação a 2019. Portal APAS (2020). https://portalapas.org.br/e-commerce-brasileiro-quase-dobra-suas-vendas-em-abril-em-comparacao-a-2019/. Accessed 2 Aug 2020

  5. Associação da Economia Digital. Confinamento fez aumentar compras online. Em Portugal e no resto da Europa. Notícias (2020). https://www.acepi.pt/artigoDetalhe.php?idArtigo=92440. Accessed 9 Sept 2020

  6. Associação da Economia Digital em Portugal. Passagem de negócios “físicos” para online levou a aumento acentuado de registo de domínios. Notícias (2020). https://www.acepi.pt/artigoDetalhe.php?idArtigo=92446. Accessed 9 Sept 2020

  7. Médici, D.: Cidades isoladas, comércio fechado, presos liberados: veja medidas contra o coronavírus adotadas por outros países. G1.com, 12 March 2020. https://g1.globo.com/bemestar/coronavirus/noticia/2020/03/12/veja-quais-medidas-foram-adotadas-pelos-paises-mais-afetados-pelo-coronavirus-para-combater-a-pandemia.ghtml. Accessed 7 Sept 2020

  8. BBC News. Coronavirus: Retail sales crash in April as lockdown hits shops. BBC.com, 22 May 2020. https://www.bbc.com/news/business-52766856. Accessed 7 Sept 2020

  9. Taylor, J.W.: The role of risk in consumer behavior: a comprehensive and operational theory of risk taking in consumer behavior. J. Mark. 38(2), 54–60 (2018). https://doi.org/10.1177/002224297403800211

    Article  Google Scholar 

  10. Bauer, R.A.: Consumer behavior as risk taking. Risk taking and information handling in consumer behavior (1960)

    Google Scholar 

  11. Mehrolia, S., Alagarsamy, S., Solaikutty, V.M.: Customers response to online food delivery services during COVID-19 outbreak using binary logistic regression. Int. J. Consum. Stud. 45(3), 396–408 (2020)

    Article  Google Scholar 

  12. Kim, R.Y.: The impact of COVID-19 on consumers: preparing for digital sales. IEEE Eng. Manag. Rev. 48(3), 212–218 (2020)

    Article  Google Scholar 

  13. Kirk, C.P., Rifkin, L.S.: I’ll trade you diamonds for toilet paper: consumer reacting, coping and adapting behaviors in the COVID-19 pandemic. J. Bus. Res. 117, 124–31 (2020). https://www.sciencedirect.com/science/article/abs/pii/S0148296320303271

  14. Goei, R.: Perceived threat. In: Thompson, T.L. (ed.) Encyclopedia of Health Communication, p. 1050. Sage Publications, Los Angeles (2014)

    Google Scholar 

  15. Bell, D.: Localização (ainda) é tudo: como vender mais usando a influência do mundo real sobre os hábitos de compra na internet, 1st edn, 247 p. HSM do Brasil, São Paulo (2016)

    Google Scholar 

  16. Carpenter, C.J.: A meta-analysis of the effectiveness of health belief model variables in predicting behavior. Health Commun. 25(8), 661–669 (2010)

    Article  Google Scholar 

  17. República Portuguesa. Estado de emergência nacional: Pacote de medidas. Covid19 Estamos (2020). https://covid19estamoson.gov.pt/estado-de-emergencia-nacional/pacote-de-medidas/. Accessed 28 Sept 2020

  18. Istoé. Comerciantes de São Paulo fecham as portas devido ao coronavírus. Istoé, June 2020. https://istoe.com.br/a-venda-comerciantes-de-sao-paulo-fecham-as-portas-pelo-coronavirus/

  19. Janz, N.K., Becker, M.H.: The health belief model: a decade later. Heal. Educ. Behav. 11(1), 1–11 (1984). http://www.jstor.org/stable/45049071

  20. Glanz, K., Rimer, B.K., Viswanath, K.: Health Behavior and Health Education: Theory, Research, and Practice. In: Annals of Internal Medicine. Wiley, San Francisco (1992)

    Google Scholar 

  21. Wilson, C.M.: Market frictions: a unified model of search costs and switching costs. Eur. Econ. Rev. 56(6), 1070–1086 (2012). https://www.sciencedirect.com/science/article/pii/S0014292112000773

  22. Bakos, J.Y.: Reducing buyer search costs: implications for electronic marketplaces. Manag. Sci. 43(12), 1676–1692 (1997)

    Article  Google Scholar 

  23. Smith, G.E., Venkatraman, M.P., Dholakia, R.R.: Diagnosing the search cost effect: waiting time and the moderating impact of prior category knowledge. J. Econ. Psychol. 20(3), 285–314 (1999)

    Article  Google Scholar 

  24. World Health Organization. WHO Coronavirus Disease (COVID-19) Dashboard (2020). https://covid19.who.int/. Accessed 25 Aug 2020

  25. Sociedade Brasileira de Varejo e Consumo. O Papel do Varejo na Economia Brasileira. São Paulo (2020). http://sbvc.com.br/wp-content/uploads/2020/04/O-Papel-do-Varejo-na-Economia-Brasileira_2020-SBVC-vfinal.pdf

  26. Gasson, S.: Human-centered vs. user-centered approaches to information system design. J. Inf. Technol. Theory Appl. 5(2), 5 (2003)

    Google Scholar 

  27. Kanarick, B.: How do you create customer intimacy without proximity? Ernst Young (2020). https://www.ey.com/en_gl/consulting/how-do-you-create-customer-intimacy-without-proximity. Accessed 6 Oct 2020

  28. Schultz, M., Antorini, Y.M., Csaba, F.F.: Corporate Branding, Purpose/People/Process: Towards the Second Wave of Corporate Branding. Copenhagen Business School Press, Frederiksberg (2005)

    Google Scholar 

  29. Giacomin, J.: What is human centred design? Des. J. 17(4), 606–623 (2014). https://doi.org/10.2752/175630614X14056185480186

  30. Messina, C.: Conversational commerce: messaging apps bring the point of sale to you. Medium.com (2015). https://medium.com/chris-messina/conversational-commerce-92e0bccfc3ff#.7o7uk01vn. Accessed 1 Sept 2020

Download references

Acknowledgments

This work was supported by Fundação para a Ciência e Tecnologia (2020.04596.BD) and CIAUD.

The data that support the findings of this study are available from the corresponding author, [C.B.], upon reasonable request.

Author information

Authors and Affiliations

  1. Centro de Investigação em Arquitetura, Urbanismo e Design, Faculdade de Arquitetura, Universidade de Lisboa, Lisbon, Portugal

    Carolina Bozzi & Marco Neves

  2. Laboratório de Ergodesign e Usabilidade de Interfaces, PUC-Rio, Rio de Janeiro, Brazil

    Claudia Mont’Alvão

Authors
  1. Carolina Bozzi
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Marco Neves
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Claudia Mont’Alvão
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Institute for Advanced Systems Engineering, University of Central Florida, Orlando, FL, USA

    Tareq Ahram

  2. Campus du Moulin de la Housse, Université de Reims Champagne Ardenne GRESPI, Reims Cedex, France

    Redha Taiar

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Bozzi, C., Neves, M., Mont’Alvão, C. (2022). The “Pandemic Effect” on e-Commerce. In: Ahram, T., Taiar, R. (eds) Human Interaction, Emerging Technologies and Future Systems V. IHIET 2021. Lecture Notes in Networks and Systems, vol 319. Springer, Cham. https://doi.org/10.1007/978-3-030-85540-6_67

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-85540-6_67

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-85539-0

  • Online ISBN: 978-3-030-85540-6

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation