The Impact of Electronic Service Quality on Customer Satisfaction over Time

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

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
The title of a journal, publication series: Advances in Marketing : Issues, Strategies, and Theories
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 1993-, 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.

Metadata export


+ Search Authors in

+ Page Views

Hits per month over past year

Detailed information

You have found an error? Please let us know about your desired correction here: E-Mail

Actions (login required)

Show item Show item