The effect of pre- and post-service performance on consumer evaluation of online retailers

[1]  Insu Park,et al.  Assurance Seals, On-Line Customer Satisfaction, and Repurchase Intention , 2010, Int. J. Electron. Commer..

[2]  H. Raghav Rao,et al.  Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration , 2009, Inf. Syst. Res..

[3]  Han Zhang,et al.  Determinants of online merchant rating: Content analysis of consumer comments about Yahoo merchants , 2008, Decis. Support Syst..

[4]  Adam Kowol.  The theory of cognitive dissonance By , 2008 .

[5]  Narayan Ramasubbu,et al.  High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services , 2008, Decis. Support Syst..

[6]  Yolande E. Chan,et al.  A temporal approach to expectations and desires from knowledge management systems , 2007, Decis. Support Syst..

[7]  Dan Jong Kim,et al.  Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust , 2007, Decis. Support Syst..

[8]  Stathes Hadjiefthymiades,et al.  Using Web Services for supporting the users of wireless devices , 2007, Decis. Support Syst..

[9]  Kar Yan Tam,et al.  Understanding Continued Information Technology Usage Behavior: A Comparison of Three Models in the Context of Mobile Internet , 2006, Decis. Support Syst..

[10]  Andrew N. K. Chen,et al.  Strategies for effective Web services adoption for dynamic e-businesses , 2006, Decis. Support Syst..

[11]  Varun Grover,et al.  The Dark Side of Information and Market Efficiency in E-Markets , 2006, Decis. Sci..

[12]  ThatcherJason Bennett,et al.  Moving beyond intentions and toward the theory of trying , 2005 .

[13]  Jason Bennett Thatcher,et al.  Moving Beyond Intentions and Toward the Theory of Trying: Effects of Work Environment and Gender on Post-Adoption Information Technology Use , 2005, MIS Q..

[14]  Arie Segev,et al.  A Web Services-enabled marketplace architecture for negotiation process management , 2005, Decis. Support Syst..

[15]  Edward J. Garrity,et al.  An experimental investigation of web-based information systems success in the context of electronic commerce , 2005, Decis. Support Syst..

[16]  Pingjun Jiang,et al.  Customer intention to return online: price perception, attribute‐level performance, and satisfaction unfolding over time , 2005 .

[17]  Thomas S. Gruca,et al.  The influence of pre- and post-purchase service on prices in the online book market , 2004 .

[18]  Dan Padgett,et al.  A direct comparative framework of customer satisfaction: An application to Internet search engines , 2004 .

[19]  Venkatesh Shankar,et al.  Price dispersion on the internet: A review and directions for future research , 2003 .

[20]  Khawaja Asjad Saeed,et al.  Toward an Integrative Framework for Online Consumer Behavior Research: A Meta-Analysis Approach , 2003, J. Organ. End User Comput..

[21]  A. Rangaswamy,et al.  Customer satisfaction and loyalty in online and offline environments , 2003 .

[22]  D. Reibstein.  What attracts customers to online stores, and what keeps them coming back? , 2002 .

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

[24]  Rajiv Kohli,et al.  Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics , 2002, Inf. Syst. Res..

[25]  Ruth N. Bolton,et al.  Marketing Actions and the Value of Customer Assets , 2002 .

[26]  Anocha Aribarg,et al.  Understanding the Role of Preference Revision and Concession in Group Decisions , 2002 .

[27]  V. Zeithaml.  Service excellence in electronic channels , 2002 .

[28]  Stan Malos,et al.  Benefit System and Benefit Level Satisfaction: An Expanded Model of Antecedents and Consequences , 2002 .

[29]  Arun Rai,et al.  Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis , 2002, Inf. Syst. Res..

[30]  Mohamed Khalifa,et al.  Explaining Satisfaction at Different Stages of Adoption in the Context of Internet-Based Services , 2002, ICIS.

[31]  Anol Bhattacherjee,et al.  An empirical analysis of the antecedents of electronic commerce service continuance , 2001, Decis. Support Syst..

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

[33]  B. Ratchford,et al.  On the Efficiency of Internet Markets for Consumer Goods , 2000 .

[34]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[35]  Bernard C. Y. Tan,et al.  A Cross-Cultural Study on Escalation of Commitment Behavior in Software Projects , 2000, MIS Q..

[36]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[37]  Detmar W. Straub,et al.  Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs , 1999, MIS Q..

[38]  R. Hoyle.  Statistical Strategies for Small Sample Research , 1999 .

[39]  Wynne W. Chin,et al.  Structural equation modeling analysis with small samples using partial least squares , 1999 .

[40]  Wynne W. Chin.  Issues and Opinion on Structural Equation Modeling by , 2009 .

[41]  William T. Ross,et al.  The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions , 1998 .

[42]  R. Oliver.  Customer delight: Foundations, findings, and managerial insight☆ , 1997 .

[43]  Leon A. Kappelman,et al.  Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire , 1997, MIS Q..

[44]  William J. Kettinger,et al.  Pragmatic Perspectives on the Measurement of Information Systems Service Quality Analysis with LISREL : An Appendix to Pragmatic Perspectives on the Measurement of Information Systems Service Quality , 2002 .

[45]  I. Simonson,et al.  Attribute–Task Compatibility as a Determinant of Consumer Preference Reversals: , 1997 .

[46]  Richard A. Spreng,et al.  A Reexamination of the Determinants of Consumer Satisfaction , 1996 .

[47]  K. Srinivasan,et al.  Drivers of customer satisfaction for software products: implications for design and service support , 1995 .

[48]  Richard A. Spreng,et al.  Service recovery: Impact on satisfaction and intentions , 1995 .

[49]  R. Oliver,et al.  Outcome Satisfaction in Negotiation: A Test of Expectancy Disconfirmation , 1994 .

[50]  R. Oliver,et al.  An Empirical Test of the Consequences of Behavior-and Outcome-Based Sales Control Systems , 1994 .

[51]  C. Fornell,et al.  Customer Satisfaction, Market Share, and Profitability: Findings from Sweden , 1994 .

[52]  Curtis P. Haugtvedt,et al.  Message Order Effects in Persuasion: An Attitude Strength Perspective , 1994 .

[53]  Mary Jo Bitner,et al.  The internal service encounter , 1994 .

[54]  D. W. Schumann,et al.  Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences , 1994 .

[55]  Mary Jo Bitner,et al.  Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice , 1994 .

[56]  J.P. Rooney,et al.  Customer satisfaction , 1994, Proceedings of Annual Reliability and Maintainability Symposium (RAMS).

[57]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

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

[59]  Roland T. Rust,et al.  Service Quality: New Directions in Theory and Practice , 1993 .

[60]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[61]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[62]  Youjae Yi.  The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity , 1993 .

[63]  C. Whan Park,et al.  Product-Level Choice: A Top-Down or Bottom-Up Process? , 1989 .

[64]  Michael D. Johnson,et al.  The Differential Processing of Product Category and Noncomparable Choice Alternatives , 1989 .

[65]  Youjae Yi.  A Critical review of consumer satisfaction , 1989 .

[66]  P Keckley,et al.  High tech. , 1988, Administrative radiology : AR.

[67]  Lawrence A. Crosby,et al.  Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry , 1987 .

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

[69]  Michael R. Solomon,et al.  Predictability and Personalization in the Service Encounter , 1987 .

[70]  R. Hogarth,et al.  Ambiguity and Uncertainty in Probabilistic Inference. , 1985 .

[71]  William O. Bearden,et al.  Disconfirmation processes and consumer evaluations in product usage , 1985 .

[72]  M. R. Solomon.  Service Encounters: An Overview , 1985 .

[73]  John A. Czepiel,et al.  The Service encounter : managing employee/customer interaction in service businesses , 1985 .

[74]  David Mazursky,et al.  A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process , 1983 .

[75]  Gilbert A. Churchill,et al.  An Investigation into the Determinants of Customer Satisfaction , 1982 .

[76]  C. I. Hovland,et al.  Social Judgment: Assimilation and Contrast Effects in Communication and Attitude Change , 1981 .

[77]  R. Oliver.  Measurement and evaluation of satisfaction processes in retail settings. , 1981 .

[78]  J. Cacioppo,et al.  Attitudes and Persuasion: Classic and Contemporary Approaches , 1981 .

[79]  E. Steveson.  Consumer expectations. , 1981, The Australasian nurses journal.

[80]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[81]  I. Ajzen,et al.  Understanding Attitudes and Predicting Social Behavior , 1980 .

[82]  Jerry C. Olson,et al.  Disconfirmation of consumer expectations through product trial. , 1979 .

[83]  Thomas V. Bonoma,et al.  Review of marketing , 1978 .

[84]  R. Olshavsky,et al.  Consumer Expectations, Product Performance, and Perceived Product Quality , 1972 .

[85]  Joel B. Cohen,et al.  The Dissonance Model in Post-Decision Product Evaluation , 1970 .