Creating the virtual store: taking your web site from browsing to buying
Creating the virtual store: taking your web site from browsing to buying
Information Resources Management Journal
The exploration of customer satisfaction model from a comprehensive perspective
Expert Systems with Applications: An International Journal
Customer Satisfaction with Electronic Service Encounters
International Journal of Electronic Commerce
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
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Recently, it is found that several pure e-tailers set up a customer service center where on-line shoppers can access a real person over the phone to answer their questions. However, there has been little systematic research examining how service encounter help to enhance customer satisfaction when a pure e-retail company set up a call center to provide additional services. This study conducted a questionnaire survey and collected data from persons who shopped on-line and had experiences in requesting help from customer service centers. 116 responses were collected and the data were then analyzed to examine the four relationships posited in the research model. The proposed research model suggests that service encounter significantly influences service quality and information quality, which can jointly predict customer satisfaction. Findings of this study help to advance the understanding of the role that service encounters play in enhancing customer satisfaction.