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The Impact of Electronic Service Quality on Customer Satisfaction over Time
Schepers, Jeroen J. L.
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Falk, Tomas
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Hammerschmidt, Maik
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URL:
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http://c.ymcdn.com/sites/www.marketingadvances.org...
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Dokumenttyp:
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Konferenzveröffentlichung
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Erscheinungsjahr:
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2008
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Buchtitel:
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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
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Titel einer Zeitschrift oder einer Reihe:
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Advances in Marketing : Issues, Strategies, and Theories
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Seitenbereich:
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282-283
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Herausgeber:
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Kehoe, William J.
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Ort der Veröffentlichung:
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Tuscaloosa, Ala.
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Verlag:
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Soc. for Marketing Advances
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ISBN:
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0-9676059-9-7
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Sprache der Veröffentlichung:
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Englisch
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Einrichtung:
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Fakultät für Betriebswirtschaftslehre > ABWL u. Marketing II (Bauer 1993-, Em)
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Fachgebiet:
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330 Wirtschaft
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Abstract:
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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.
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 | Dieser Eintrag ist Teil der Universitätsbibliographie. |
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