政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/74636
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113160/144130 (79%)
Visitors : 50765677      Online Users : 813
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/74636


    Title: Understanding customer perceptions of e-service deviations
    Authors: Shang, S.S.C.;Chen, P.-J.
    尚孝純
    Contributors: 資管系
    Keywords: Customer behavior;Customer dissatisfaction;Customer perceptions;E-services;Internet environment;Multiple services;Service deviation;Switching behaviors;Competition;Customer satisfaction;Information systems;Internet;Switching;Sales
    Date: 2013
    Issue Date: 2015-04-16 17:36:33 (UTC+8)
    Abstract: Service deviation, referring to the gap between service received and perceived by customers, exists not only in physical but also in internet environments. Since customers typically evaluate service quality according to services they received and their expectations, service deviation may leads to customer dissatisfaction. Dissatisfied customers usually have intention to search for alternatives which may affect the market share and profit of abandoned service provider if turned to action. However, not all dissatisfied customers actually take action. For example, Google and Facebook receive numerous complaints, but they are still the largest sites around. In this study, we explore multiple service deviations Internet customers experience and examine why dissatisfied customers stick with e-service providers despite having contemplated deviation. Using case analysis, we collected 276 complaint cases detailing service deviation experiences on 76 e-platforms. From these cases we determined the most frequent deviation types and found that only a minority of deviations result in switching behavior. Further tests then investigate customers` switching behavior. We hope that the findings will help e-service providers better understand the characteristics of e-service and customer behavior. © (2013) by the AIS/ICIS Administrative Office All rights reserved.
    Relation: 19th Americas Conference on Information Systems, AMCIS 2013 - Hyperconnected World: Anything, Anywhere, Anytime,Volume 5, 2013, Pages 3734-3745, Chicago, IL; United States; 15 August 2013 到 17 August 2013; 代碼 102552
    Data Type: conference
    Appears in Collections:[Department of MIS] Proceedings

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML2970View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback