eService Customer Retention: An Affective Events Theory Perspective

Currently, one stream of online customer behaviors research focused on the quality of the systems in determining systems success, whereas another stream of research focused on the effects of online incidents including online waiting interruptions and service failures on consumer behaviors. The study attempts to bridge the two streams of research and to explain e-service customer post-adoption behaviors in a unified model from the perspectives of affective events theory. Findings support the proposed model positing that e-service customer retention behaviors were determined by perceived site quality and cognitive appraisal of incidents handling. Post-adoption behaviors investigated in the study include continuance intention, complaint intention, and recommendation intention. Practical implications were also suggested.

[1]  J. Dietz.  Satisfaction: A Behavioral Perspective on the Consumer , 1997 .

[2]  Ira J. Roseman.  Appraisal Determinants of Emotions: Constructing a More Accurate and Comprehensive Theory , 1996 .

[3]  Bruce D. Weinberg,et al.  Don't keep your Internet customers waiting too long at the (virtual) front door , 2000 .

[4]  Detmar W. Straub,et al.  A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example , 2005, Commun. Assoc. Inf. Syst..

[5]  R. Pieters,et al.  Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services , 2003 .

[6]  R. Oliver.  Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .

[7]  R. Oliver,et al.  Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction , 1993 .

[8]  Jessica Santos.  E‐service quality: a model of virtual service quality dimensions , 2003 .

[9]  D. Watson,et al.  Toward a consensual structure of mood. , 1985, Psychological bulletin.

[10]  B. Kahn,et al.  How Tolerable is Delay? Consumers’ Evaluations of Internet Web Sites after Waiting , 1998 .

[11]  Jean-Charles Chebat,et al.  Silent Voices , 2005 .

[12]  C. Fisher.  Real Time Affect at Work: A Neglected Phenomenon in Organisational Behaviour , 2002 .

[13]  Mireia Valverde,et al.  Waiting for service on the internet: Defining the phenomenon and identifying the situations , 2005, Internet Res..

[14]  Arno Scharl,et al.  Quantitive evaluation of Web site content and structure , 2000, Internet Res..

[15]  Jagdip Singh.  Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues , 1988 .

[16]  G. Rose,et al.  The Effect of Download Time on Consumer Attitude Toward the e-Service Retailer , 2001 .

[17]  Ruth N. Bolton,et al.  The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments , 2002 .

[18]  R. Zajonc.  Feeling and thinking : Preferences need no inferences , 1980 .

[19]  Young-Gul Kim,et al.  Extending the TAM for a World-Wide-Web context , 2000, Inf. Manag..

[20]  Ira J. Roseman.  Cognitive determinants of emotion: A structural theory. , 1984 .

[21]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[22]  P. Lachenbruch.  Statistical Power Analysis for the Behavioral Sciences (2nd ed.) , 1989 .

[23]  I. Ajzen.  The theory of planned behavior , 1991 .

[24]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[25]  Masakastu Ikegame.  Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction , 1979 .

[26]  R. Gonzalez.  Applied Multivariate Statistics for the Social Sciences , 2003 .

[27]  Todd A. Mooradian,et al.  “I can't get no satisfaction:” The impact of personality and emotion on postpurchase processes , 1997 .

[28]  Anol Bhattacherjee,et al.  Understanding Information Systems Continuance: An Expectation-Confirmation Model , 2001, MIS Q..

[29]  Francis Buttle,et al.  Does service failure influence customer loyalty , 2002 .

[30]  Christopher K. Hsee,et al.  Risk as Feelings , 2001, Psychological bulletin.

[31]  Jean Talbot,et al.  B2C web site quality and emotions during online shopping episodes: An empirical study , 2006, Inf. Manag..

[32]  Gregory M. Rose,et al.  On‐line waiting: The role of download time and other important predictors on attitude toward e‐retailers , 2005 .

[33]  David Gefen,et al.  Managing User Trust in B2C e-Services , 2003 .

[34]  Wynne W. Chin.  The partial least squares approach for structural equation modeling. , 1998 .

[35]  Diane M. Phillips,et al.  The Role of Consumption Emotions in the Satisfaction Response , 2002 .

[36]  Marsha L. Richins.  An Investigation of Consumers' Attitudes Toward Complaining , 1982 .

[37]  J. Russell.  A circumplex model of affect. , 1980 .

[38]  H. Weiss,et al.  Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. , 1996 .

[39]  Fatemeh Zahedi,et al.  The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach , 2002, Inf. Syst. Res..

[40]  R. Oliver.  Conceptual issues in the structural analysis of consumption emotion, satisfaction, and quality , 1994 .

[41]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[42]  Mohamed Khalifa,et al.  Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services , 2003, J. Assoc. Inf. Syst..

[43]  J. L. Giese,et al.  Defining Consumer Satisfaction , 2003 .

[44]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[45]  Jochen Wirtz,et al.  The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences , 2000 .

[46]  J. Turner.  Human Emotions: A Sociological Theory , 2007 .

[47]  Marsha L. Richins.  Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study , 1983 .

[48]  Margaret Meiling Luo,et al.  Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and Emotion , 2008, Int. J. Electron. Commer..

[49]  M. Frese,et al.  Affective Complementarity in Service Encounters , 2007 .

[50]  R. Bagozzi.  A Field Investigation of Causal Relations among Cognitions, Affect, Intentions, and Behavior , 1982 .

[51]  Harold W. Webb,et al.  SiteQual: an integrated measure of Web site quality , 2004, J. Enterp. Inf. Manag..

[52]  Michel Tuan Pham,et al.  Affective reactions to consumption situations: A pilot investigation , 1991 .

[53]  Katja Gelbrich,et al.  Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies , 2009 .

[54]  Kirk L. Wakefield,et al.  The effects of customer service on consumer complaining behavior , 1995 .

[55]  D. Watson,et al.  Development and validation of brief measures of positive and negative affect: the PANAS scales. , 1988, Journal of personality and social psychology.

[56]  Fiona Fui-Hoon Nah,et al.  A study on tolerable waiting time: how long are Web users willing to wait? , 2004, AMCIS.

[57]  Charles J. Kacmar,et al.  Developing and Validating Trust Measures for e-Commerce: An Integrative Typology , 2002, Inf. Syst. Res..

[58]  W. Bearden,et al.  Selected Determinants of Consumer Satisfaction and Complaint Reports , 1983 .

[59]  R. Westbrook.  Product/Consumption-Based Affective Responses and Postpurchase Processes , 1987 .

[60]  Chang Liu,et al.  Exploring the factors associated with Web site success in the context of electronic commerce , 2000, Inf. Manag..

[61]  Mireia Valverde,et al.  Waiting in line for online services: a qualitative study of the user's perspective , 2006, Inf. Syst. J..

[62]  R. N. Maddox,et al.  Two-factor Theory and Consumer Satisfaction: Replication and Extension , 1981 .