Gamification and the online retail experience

Abstract

Purpose

As online retailing grows in importance there is increasing interest in the online customer experience. The purpose of this paper is to explore the role of gamification, the use of game mechanics, in enabling consumer engagement with online retailers.

Design/methodology/approach

The research adopts a qualitative methodology carrying out 19 in-depth interviews with individuals who are frequent online shoppers.

Findings

Findings support the importance of including game elements to enhance the retail experience. However, data also suggests that without appropriate management customers can subvert gamification strategies to create their own “games” which increases competitive pressure between retailers.

Practical implications

The paper suggests ways in which retailers might more successfully “gamify” their online retail stores and reduce incidences of undesirable customer behaviour.

Originality/value

This paper provides empirical support to the current paucity of research into the role of gamification in the context of the online retail experience.

Citation

Insley, V. and Nunan, D. (2014), "Gamification and the online retail experience", International Journal of Retail & Distribution Management, Vol. 42 No. 5, pp. 340-351. https://doi.org/10.1108/IJRDM-01-2013-0030