Article
 

The effect of pre- and post-service performance on consumer evaluation of online retailers

公开 Deposited

可下载的内容

下载PDF文件
https://ir.library.oregonstate.edu/concern/articles/f4752h25f

Descriptions

Attribute NameValues
Creator
Abstract
  • This study examines the effect of consumers' pre- and post-service encounter performance (SEP) on their satisfaction and repurchase intention in online markets. Specifically, we suggest that, in an online context, the different service performances: pre- and post-Service over time, affects consumer evaluation (i.e., overall satisfaction and repurchase intention) of a vendor. We introduce the experience–dissonance process in this research by integrating cognitive consistency theory as well as expectation–confirmation theory in order to investigate the consumer satisfaction formation processes in online transactions. Theoretical and practical implications are discussed.
  • Keywords: Online shopping, Overall satisfaction, Repurchase intention, Experience-dissonance, Service performance
Resource Type
DOI
Date Available
Date Issued
Citation
  • Park, I., Cho, J., & Rao, H. (2012). The effect of pre- and post-service performance on consumer evaluation of online retailers. DECISION SUPPORT SYSTEMS, 52(2), 415-426. doi: 10.1016/j.dss.2011.10.001
Journal Title
Journal Volume
  • 52
Journal Issue/Number
  • 2
权利声明
Funding Statement (additional comments about funding)
  • The research of the third author has been funded in part by NSF under grant 0916612 and by Sogang Business School's World Class University Project (R31-20002) funded by Korea Research Foundation.
Publisher
Peer Reviewed
Language
Replaces

关联

Parents:

This work has no parents.

单件

缩略图 标题 上传日期 公开度 行动
file details ChoJeewonBusinessEffectPrePostService.pdf 2017-07-08 公开 下载