Journal article
The Effects of Expectation Disconfirmations on Customer Outcomes in E-Markets: Impact of National Culture
Journal of marketing channels, v 23(4), pp 217-229
01 Oct 2016
Abstract
Prior research has shown that after receiving online services of varying quality, customer expectations are either positively disconfirmed (i.e., services exceed customer expectations) or negatively disconfirmed (i.e., services fall short of customer expectations). The present research examines expectation disconfirmation across national cultures and its subsequent impacts on e-word-of-mouth, e-satisfaction, and e-loyalty. The results show that Chinese customers are more tolerant of e-services that result in negative disconfirmations, although online shoppers from the United States are more likely to be loyal or generate positive e-word-of-mouth when experiencing positive disconfirmations. Suggestions for adjusting multinational e-tailers' strategies to better serve customers across national cultures are discussed.
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Details
- Title
- The Effects of Expectation Disconfirmations on Customer Outcomes in E-Markets: Impact of National Culture
- Creators
- Lei Song - Richard Stockton College of New JerseyFei L. Weisstein - Bowling Green State UniversityRolph E. Anderson - Drexel UniversitySrinivasan Swaminathan - Drexel UniversityGavin Jiayun Wu - Savannah State UniversityShan Feng - William Paterson UniversityKang (Frank) Tan - ACIP Technology Ltd. Company, Vancouver, Canada
- Publication Details
- Journal of marketing channels, v 23(4), pp 217-229
- Publisher
- Routledge
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- Marketing
- Web of Science ID
- WOS:000412065400005
- Scopus ID
- 2-s2.0-84994618596
- Other Identifier
- 991019167533604721
InCites Highlights
Data related to this publication, from InCites Benchmarking & Analytics tool:
- Collaboration types
- Domestic collaboration
- International collaboration
- Web of Science research areas
- Business