Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?
Xenophon Koufteros; Cornelia Droge; Gregory Heim; Nelson Massad; Shawnee K. Vickery
| Year of publication: |
2014
|
|---|---|
| Authors: | Koufteros, Xenophon ; Droge, Cornelia ; Heim, Gregory ; Massad, Nelson ; Vickery, Shawnee K. |
| Published in: |
Decision sciences : DS. - Atlanta, Ga. : Wiley, ISSN 0011-7315, ZDB-ID 412837-0. - Vol. 45.2014, 1, p. 5-48
|
| Subject: | Empirical Study | Encounter vs. Historical Satisfaction | e-Tailing Order Fulfillment | Repurchase Intention | Service Quality | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Online-Handel | Online retailing | Arbeitszufriedenheit | Job satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |