Attribute Perceptions, Customer Satisfaction and Intention to Recommend E-Services
Abstract
Academic research has focused on the quality perceptions that drive customer satisfaction as the key to achieving e-service success. This paper develops a process-based model that relates perceptions of managerially actionable site characteristics to online satisfaction, which mediates the effects of site characteristics on intention to recommend e-services. A unique data set provided by Web Mystery Shoppers International Inc. (...
Paper Details
Title
Attribute Perceptions, Customer Satisfaction and Intention to Recommend E-Services
Published Date
Aug 1, 2009
Volume
23
Issue
3
Pages
209 - 220
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