Search results

1 – 10 of 23
Article
Publication date: 1 June 2004

Harvir S. Bansal, Gordon H.G. McDougall, Shane S. Dikolli and Karen L. Sedatole

Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly…

6239

Abstract

Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important online settings. This paper extends the prior work to explore the antecedents of e‐satisfaction and the relations between e‐satisfaction and two new behaviorial outcomes related to an online setting; customers' stated purchasing behavior (i.e. conversion) and actual browsing behavior (i.e. stickiness). Using a sample of 145 predominantly multi‐channel retail firms, the paper highlights two main results. First, existing models that examine the antecedents and consequences of satisfaction in the offline setting, also apply to an online setting. Second, Web site characteristics had a significant impact on all three types of behavioral outcomes, while Web site customer service was a significant driver of only retention/referral outcomes. Further, Web site customer service may be a necessary but not sufficient condition to achieving favourable outcomes in online settings.

Details

Journal of Services Marketing, vol. 18 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Content available
Book part
Publication date: 14 July 2006

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-84950-447-8

Content available
Book part
Publication date: 10 December 2005

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-0-76231-243-6

Content available
Book part
Publication date: 8 June 2007

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-0-7623-1387-7

Book part
Publication date: 13 December 2004

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-0-76231-139-2

Content available
Book part
Publication date: 28 October 2021

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-80043-627-5

Content available
Book part
Publication date: 28 September 2020

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-83982-913-0

Content available
Book part
Publication date: 31 July 2012

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-78190-105-2

Content available
Book part
Publication date: 26 June 2013

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-78190-842-6

Content available
Book part
Publication date: 17 July 2015

Abstract

Details

Advances in Management Accounting
Type: Book
ISBN: 978-1-78441-650-8

1 – 10 of 23