What Is the Concept of "Flow" as It Relates to Customer's

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Examlex · Accepted Answer

The Answer is Flow is used to describe a state of mind sometimes experienced by people who are deeply involved in some activity.
Customers who achieve flow on the Web and perceive the online experience to be compelling are so acutely involved in the act of online navigation that thoughts and perceptions not relevant to navigation are screened out, and the consumer focuses entirely on the interaction. Concentration on the navigation experience is so intense that there is little attention left to consider anything else, and consequently other events occurring in the consumer's surrounding physical environment can lose significance. Self-consciousness disappears, the consumer's sense of time becomes distorted, and the state of mind arising as a result of achieving flow on the Web is extremely gratifying.
Due to their navigation activity, someone in the state of flow would tend to be actively participating and fully immersed/absorbed in the experience. It is also possible for someone in a state of flow to be less active navigating (perhaps led through a navigation path as part of the experience). What is most interesting is the realization that organizations are able to create such a level of engagement.

What Is the Concept of "Flow" as It Relates to Customer's

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