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
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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