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

Hongxiu Li, Yong Liu, Reima Suomi

Tutkimustuotos: Artikkeli kirjassa/konferenssijulkaisussaConference contributionScientificvertaisarvioitu

Abstrakti

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.

AlkuperäiskieliEnglanti
OtsikkoELEVENTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS
ToimittajatFG Duserick
Sivut412-420
Sivumäärä9
TilaJulkaistu - 2012
OKM-julkaisutyyppiA4 Artikkeli konferenssijulkaisuussa
TapahtumaWuhan International Conference on E-Business - Wuhan, Kiina
Kesto: 26 toukokuuta 201227 toukokuuta 2012
Konferenssinumero: 11

Conference

ConferenceWuhan International Conference on E-Business
LyhennettäWHICEB
MaaKiina
KaupunkiWuhan
Ajanjakso26/05/201227/05/2012

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