Record Details

EXPLORING THE ROLE OF THE TYPE OF SERVICE ENCOUNTER IN INTERNET SHOPPING

International Journal of Business and Society

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Field Value
 
Title EXPLORING THE ROLE OF THE TYPE OF SERVICE ENCOUNTER IN INTERNET SHOPPING
 
Creator Barrera, Ramón Barrera
García, Antonio Navarro
Altamira, Borja Sanz
 
Description In the context of electronic commerce B2C, two different service encounters can take place: 1) service encounters without incidents during which customers get the service for themselves and without the presence of employees and 2) service encounters with incidents with interpersonal and non-interpersonal interactions. The model proposed is based on the service quality-satisfaction-loyalty intention chain and it is evaluated through a sample of 718 online shoppers. The results obtained reflect that 1) the type of the service encounter has a moderating effect in these relationships. In this sense, the effects are stronger when incidents take place and are satisfactorily resolved; 2) regardless of the type of service encounter, reliability is the most important dimension in the assessing of a Website’s service quality, followed by the recovery of the electronic service when the service encounter takes place with incidents; 3) furthermore, consumers who have had no incident during the service encounter perceive a greater service quality, show higher levels of satisfaction and loyalty intentions toward the Website than those who have had a problem during the service provision.Keywords: Electronic Service Quality; Online Shopping Behavior; Satisfaction; Loyalty Intentions.
 
Publisher Faculty of Economics and Business, UNIMAS
 
Date 2017-11-20
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://publisher.unimas.my/ojs/index.php/IJBS/article/view/521
 
Source International Journal of Business and Society; Vol 17 No 2 (2016): International Journal of Business and Society
1511-6670
 
Language eng
 
Relation http://publisher.unimas.my/ojs/index.php/IJBS/article/view/521/466
 
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