Exploring the Different Roles of Service Quality, Satisfaction and Perceived Usefulness in Generating WOM in E-service Context

Hongxiu Li, Yong Liu, Reima Suomi

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Abstract

Post adoption behaviours of e-service users are important for e-service providers to increase both their revenues and profits. WOM, as an important post adoption behavior, have not received the attention of IS researchers. The current paper develops a model to investigate the factors influencing individual e-service users' Word of Mouth (WOM) behavior. Based on 543 useful questionnaires, the research model is empirically tested together with a number of hypotheses. The results show that satisfaction together with perceived usefulness and service quality positively impact users' recommendations of e-service to others. The study finding implies that individuals would like to spread WOM more based on e-service attributes and service performance than on their own affect. Finally, the implications to theories and practice are discussed as well.

Original languageEnglish
Title of host publicationELEVENTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS
EditorsFG Duserick
Pages412-420
Number of pages9
Publication statusPublished - 2012
MoE publication typeA4 Article in a conference publication
EventWuhan International Conference on E-Business - Wuhan, China
Duration: 26 May 201227 May 2012
Conference number: 11

Conference

ConferenceWuhan International Conference on E-Business
Abbreviated titleWHICEB
CountryChina
CityWuhan
Period26/05/201227/05/2012

Keywords

  • WOM
  • E-service
  • service quality
  • satisfaction
  • perceived usefulness
  • WORD-OF-MOUTH
  • EXPECTATION-CONFIRMATION MODEL
  • EMPIRICAL-TEST
  • INFORMATION-TECHNOLOGY
  • CONSUMER SATISFACTION
  • CUSTOMER SATISFACTION
  • ONLINE SERVICES
  • REVIEWS
  • COMMUNICATION
  • CONSEQUENCES

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