Electronic Resource

Article - Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and Emotion Vol: 28 (Issue): 6 Hal: 489–501

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The interplay between cognition and emotion has been explored in the

consumer behavior literature, but the links between cognition-emotion interplay, satisfac-
tion, and post-adoption behaviors have not been integrated in a single model of customer

retention. The authors proposed a model that links these constructs and empirically tested
it in e-service settings. The results showed that satisfaction is a significant predictor of all
three post-adoption behaviors: continuance, complaint, and recommendation. Negative
affective response to e-service use was found to directly predict complaint behavior, but
positive affect and negative affect did not influence customer satisfaction. The implications
of these findings for e-service customer retention theory and practice are delineated.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 0285 CHE p

Penerbit

: Elsevier Academic Press., 2008

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0268-4012

Klasifikasi

658.812 0285 CHE p

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 28 (Issue): 6 Hal: 489–501

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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