Electronic Resource

Article - Cognitive appraisal of incident handling, affects, and post-adoption behaviors: A test of affective events theory Vol: 33 (Issue): 3 Hal: 522–531

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Understanding the psychology of e-consumers provides information on why some Web sites succeed and others
fail. One stream of online customer behavior research has focused on systems quality in determining systems
success, whereas another stream of research has focused on the effects of online incidents, including online
waiting interruptions and service failures, on consumer behaviors. This study attempts to bridge the two streams
of research and to explain e-service customer post-adoption behaviors in a unified model from the perspective of
the Affective Events Theory (AET). Previous research examining this phenomenon has been guided by the
Expectancy Confirmation Theory (ECT). The current study advances these theories to explain customer retention
behaviors using the Affective Events Theory. With the AET, the current study proposes that e-service customer
behaviors are determined by three major constructs: perceived site quality, affective reactions, and cognitive
appraisal of incident-handling. Three surveys were conducted and the findings support the proposed model,
positing that e-service customer retention behaviors are determined by perceived site quality and cognitive
appraisal of incidents-handling. Post-adoption behaviors investigated in the study include continuance intention,
complaint intention (negative word-of-mouth), and recommendation intention (positive word-of-mouth).
Practical implications are also suggested.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.403 8 LUO c

Penerbit

: Elsevier Academic Press., 2013

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0268-4012

Klasifikasi

658.403 8 LUO c

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 33 (Issue): 3 Hal: 522–531

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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