Massad, Nelson, et al. “Customer Satisfaction With Electronic Service Encounters”. International Journal of Electronic Commerce, vol. 10, no. 4, 4, 2006, pp. 73–104, doi:10.2753/JEC1086-4415100403.
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Abstract

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.

Year of Publication
2006
Journal
International Journal of Electronic Commerce
Volume
10
Issue
4
Number of Pages
73–104
DOI
10.2753/JEC1086-4415100403