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

http://ir.library.oregonstate.edu/concern/defaults/f4752h25f

This is the author's peer-reviewed final manuscript, as accepted by the publisher. The published article is copyrighted by Elsevier and can be found at:  http://www.journals.elsevier.com/decision-support-systems/.

Descriptions

Attribute NameValues
Creator
Abstract or Summary
  • 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.
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
Series
Keyword
Rights Statement
Funding Statement (additional comments about funding)
Publisher
Peer Reviewed
Language
Replaces
Additional Information
  • description.provenance : Approved for entry into archive by Deanne Bruner(deanne.bruner@oregonstate.edu) on 2012-10-10T17:59:02Z (GMT) No. of bitstreams: 1 ChoJeewonBusinessEffectPrePostService.pdf: 202317 bytes, checksum: 9a8e5b00ba9ff65ec903038c0097db95 (MD5)
  • description.provenance : Made available in DSpace on 2012-10-10T17:59:02Z (GMT). No. of bitstreams: 1 ChoJeewonBusinessEffectPrePostService.pdf: 202317 bytes, checksum: 9a8e5b00ba9ff65ec903038c0097db95 (MD5) Previous issue date: 2012-01
  • description.provenance : Submitted by Deanne Bruner (deanne.bruner@oregonstate.edu) on 2012-10-10T17:53:43Z No. of bitstreams: 1 ChoJeewonBusinessEffectPrePostService.pdf: 202317 bytes, checksum: 9a8e5b00ba9ff65ec903038c0097db95 (MD5)

Relationships

In Administrative Set:
Last modified: 07/08/2017

Downloadable Content

Download PDF
Citations:

EndNote | Zotero | Mendeley

Items