The measurement of end-user computing satisfaction
MIS Quarterly
Communications of the ACM
The measurement of user information satisfaction
Communications of the ACM
Electronic Commerce Customer Relationship Management: A Research Agenda
Information Technology and Management
SAICSIT '04 Proceedings of the 2004 annual research conference of the South African institute of computer scientists and information technologists on IT research in developing countries
Electronic commerce: structures and issues
International Journal of Electronic Commerce - Special section: Diversity in electronic commerce research
What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology
International Journal of Electronic Commerce
Electronic Commerce Customer Relationship Management: An Assessment of Research
International Journal of Electronic Commerce
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
A Methodology for Analyzing Web-Based Qualitative Data
Journal of Management Information Systems
Trust and TAM in online shopping: an integrated model
MIS Quarterly
The Moderating Effect of Transaction Experience on the Decision Calculus in On-Line Repurchase
International Journal of Electronic Commerce
HCITOCH'10 Proceedings of the First international conference on Human-computer interaction, tourism and cultural heritage
Online auction service failures in Taiwan: Typologies and recovery strategies
Electronic Commerce Research and Applications
Internet Technologies, ECRM Capabilities, and Performance Benefits for SMEs: An Exploratory Study
International Journal of Electronic Commerce
Investigating the Role of Service Encounter in Enhancing Customer Satisfaction
International Journal of Systems and Service-Oriented Engineering
The Role of Usability in E-Commerce Services
International Journal of E-Business Research
The Role of Usability in E-Commerce Services
International Journal of E-Business Research
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Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported behaviors, perceptions, beliefs, events, features, characteristics, attributes, and situations that expressed their satisfaction or dissatisfaction with electronic service encounters. Content analysis of these encounters yielded three meta-categories, six categories, and 33 subcategories of customer satisfaction or dissatisfaction with on-line service providers. The findings suggested that three major categories are robust even in the electronic context of the Internet. The antecedents identified were relevant both to product-related services (e.g., books, apparel) and to pure services (e.g., on-line banking, on-line stock trading). The study found that the characteristics and behaviors of customer-contact employees play an important role in on-line service encounters. It also revealed a percentage decrease in satisfactory incidents, a percentage increase in unsatisfactory incidents, and a percentage increase in unsatisfactory incidents involving employee characteristics and behaviors as service encounters move from a bricks-and-mortar environment to an electronic context. This suggests that customer-contact employees may not be well equipped to deal with on-line customers.