An exploratory study of the formation and impact of electronic service failures
Chee-Wee Tan (Department of IT Management Copenhagen Business School, Fredericksberg, Denmark), Izak Benbasat and Ronald T. Cenfetelli (Sauder School of Business, University of British Columbia, Main Mall, Vancouver, BC, Canada)
| Year of publication: |
March 2016
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|---|---|
| Authors: | Tan, Chee-Wee ; Benbasat, Izak ; Cenfetelli, Ronald T. |
| Published in: |
Management information systems : mis quarterly. - Minneapolis, MN : Carlson School of Management, University of Minnesota, ISSN 0276-7783, ZDB-ID 405089-7. - Vol. 40.2016, 1, p. 1-29
|
| Subject: | E-commerce service failure | expectation disconfirmation theory | information failure | functional failure | system failure | disconfirmed outcome expectancy | disconfirmed process expectancy | disconfirmed cost expectancy | critical incident technique (CIT) | (QCA) | Dienstleistungsqualität | Service quality | Erwartungsbildung | Expectation formation | Kundenzufriedenheit | Customer satisfaction | Electronic Commerce | E-commerce | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011447555