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AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION WITH TECHNOLOGY MEDIATED SERVICE ENCOUNTERS IN THE CONTEXT OF ONLINE SHOPPING
16 references·4 citing·39 second hop
AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION WITH TECHNOLOGY MEDIATED SERVICE ENCOUNTERS IN THE CONTEXT OF ONLINE SHOPPING (2007)AN EMPIRICAL INVESTIGATION OF CUSTOMER SA…A Beginner's Guide to Structural Equation Modeling (2015)A Beginner's Guide to Structu…A Theoretical Integration of User Satisfaction and Technology Acceptance (2005)A Theoretical Integration of …Trust and TAM in Online Shopping: An Integrated Model1 (2003)Trust and TAM in Online Shopp…The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)The Measurement of Web-Custom…Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics (2002)Antecedents of B2C Channel Sa…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…E-satisfaction: an initial examination (2000)E-satisfaction: an initial ex…Consumer Decision Making in Online Shopping Environments: The Effects of Interactive Decision Aids (2000)Consumer Decision Making in O…Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Consumer Reactions to Electro…A Reexamination of the Determinants of Consumer Satisfaction (1996)A Reexamination of the Determ…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…The Economics of Information (1976)The Economics of InformationThe factors that influence customer e-services adoption (2015)The factors that influence cu…Influence of Online Shopping Behavior Factors on E-Satisfaction of Customer (2013)Influence of Online Shopping …The moderating effect of culture on overall perceived value in the online purchasing process (2012)The moderating effect of cult…A Cross-National Comparison of the Determinants of Customer Satisfaction with Online Stores (2009)A Cross-National Comparison o…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)Developing Buyer-Seller Relationships (1987)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Behavioral Consequences of Service Quality (1996)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Qualitative Data Analysis (2008)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Principles and Practice of Structural Equation Modeling (1998)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)Measuring information systems success: models, dimensions, measures, and interrelationships (2008)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)User Acceptance of Information Technology: Toward A Unified View1 (2003)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Technology acceptance model: a literature review from 1986 to 2013 (2014)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)The benefits of being present: Mindfulness and its role in psychological well-being. (2003)Reporting Structural Equation Modeling and Confirmatory Factor Analysis Results: A Review (2006)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Signaling in Retrospect and the Informational Structure of Markets (2002)Neoliberalism, higher education and the knowledge economy: from the free market to knowledge capitalism (2005)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2003Trust and TAM in Online Shopping: An Integrated Model18,618 cited
  • 2015A Beginner's Guide to Structural Equation Modeling6,602 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1976The Economics of Information3,287 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 2005A Theoretical Integration of User Satisfaction and Technology Acceptance2,834 cited
  • 2000E-satisfaction: an initial examination2,007 cited
  • 2002The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach1,986 cited
  • 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 2000Consumer Decision Making in Online Shopping Environments: The Effects of Interactive Decision Aids1,730 cited
  • 1996Consumer Reactions to Electronic Shopping on the World Wide Web1,603 cited
  • 2000Technology Infusion in Service Encounters

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1,551 cited
  • 2002Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics1,205 cited
  • Cited by

    • 2009A Cross-National Comparison of the Determinants of Customer Satisfaction with Online Stores34 cited
    • 2012The moderating effect of culture on overall perceived value in the online purchasing process26 cited
    • 2013Influence of Online Shopping Behavior Factors on E-Satisfaction of Customer11 cited
    • 2015The factors that influence customer e-services adoption7 cited