An Integrative Framework of Service Convenience, Service Consumption Experience, and Relational Exchange in Electronic Mediated Environment (EME)

Abstract

The purpose of this study is to provide insights into consumers’ perception of service convenience and services consumption experience (conceptualized as two second-order formative constructs) and their potential influence on the development of long-term exchange relationship among consumers and service providers in the context of E-Services or broadly Services in the Electronic Meditated Environment (EME). A comprehensive research framework is developed. Analyses of data from 1,250 U.S. consumers, with at least six months or more experience in consuming services in EME, reveal that service convenience and service consumption experience significantly influence consumers’ long term relationship development with service providers in EME. Suggestions for future research and implications are discussed.

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