The Impact of Electronic Service Quality on Customer Satisfaction over Time


Schepers, Jeroen J. L. ; Falk, Tomas ; Hammerschmidt, Maik



URL: http://c.ymcdn.com/sites/www.marketingadvances.org...
Document Type: Conference or workshop publication
Year of publication: 2008
Book title: Advances in marketing : issues, strategies and theories : proceedings of the Annual Meeting of the Society for Marketing Advances, St. Petersburg, Florida, November 4 to 9, 2008
Page range: 282-283
Publisher: Kehoe, William J.
Place of publication: Tuscaloosa, Ala.
Publishing house: Soc. for Marketing Advances
ISBN: 0-9676059-9-7
Publication language: English
Institution: Business School > ABWL u. Marketing II (Bauer Em)
Subject: 330 Economics
Abstract: This study takes an integrative perspective on the link between e-service quality and customer satisfaction by investigating both asymmetric and dynamic effects. Hypotheses are developed based on customer delight theory and opponent-process theory. Results are obtained by applying dummy variable regression and time-based cohort analysis in two different e-service settings. The findings show that functional-utilitarian e-service quality attributes lose their capability to delight customers over time. In contrast, hedonistic attributes can only be enjoyed after initial experience with an e-service and develop customer delight capabilities in a later relationship stage. These insights help e-service managers to improve the efficiency of service quality investments in the Internet.

Dieser Eintrag ist Teil der Universitätsbibliographie.




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