A Comprehensive Model of Customer Satisfaction in Electronic Commerce: Investigating the Asymmetric Relationship between Attribute-Level Performance and Overall Satisfaction
نویسندگان
چکیده
From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is also investigated; the relationship generally has been conceptualized as linear and symmetric. The authors anticipate the asymmetric and nonlinear impact of attribute-level performance on overall satisfaction.
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