Satisfiers and dissatisfiers in the online environment: A critical incident assessment

Journal of Service Research

Volumn 10, Issue 4, 2008, Pages 347-364

  Holloway, Betsy Bugg ^a   Beatty, Sharon E ^b  

^a SAMFORD UNIVERSITY   (United States)

^b UNIVERSITY OF ALABAMA   (United States)

Author keywords

Online dissatisfaction; Online retailing; Online satisfaction; Online service encounter; Online service quality

Indexed keywords

EID: 41549139653     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670508314266     Document Type: Article

References (48)

1. American Marketing Association, MarketingPower, Inc. (2006). Dictionary of marketing terms. Retrieved from http://www.marketingpower.com/mg-dictionary. php
2. Arnold, Mark J. and Kristy E. Reynolds (2003). " Hedonic Shopping Motivations, " Journal of Retailing, 79 (2). 77-96.
3. Barnes, Stuart J. and Richard T. Vidgen (2002). " An Integrative Approach to the Assessment of E-Commerce Quality, " Journal of Electronic Commerce Research, 13 (2). 234-249.
4. Bauer, Hans H., Thomas Falk, and Maik Hammerschmidt (2006). " eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping, " Journal of Business Research, 59, 866-875.
5. Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault (1990). " The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, " Journal of Marketing, 54 (1). 71-84.
6. Brady, Michael, K., Gary A. Knight, J. Joseph Cronin Jr., G. Tomas, M. Hult, and Bruce D. Keillor (2005). " Removing the Contextual Lens: A Multinational, Multi-Setting Comparison of Service Evaluation Models, " Journal of Retailing, 81 (3). 215-230.
7. Cadotte, E.R. and N. Turgeon (1988). " Dissatisfiers and Satisfiers: Suggestions for Consumer Complaints and Compliments, " Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74-79.
8. Chell, Elizabeth (1998). " Critical Incident Technique, " in Qualitative Methods and Analysis in Organizational Research: A Practical Guide, Gillian Symon and Catherine Cassell, eds. Thousand Oaks, CA: Sage, 51-72.
9. Collier, Joel E. and Carol C. Bienstock (2006). " Measuring Service Quality in E-Retailing, " Journal of Service Research, 8 (3). 260-275.
10. Dabholkar, Pratibha A. and Jeffrey W. Overby (2005). " Linking Process and Outcome to Service Quality and Customer Satisfaction Evaluations: An Investigation of Real Estate Agent Service, " International Journal of Service Industry Management, 16 (1). 10-27.
11. Donthu, Naveen (2001). " Does Your Website Measure Up ?" Marketing Management, 10 (4). 29-32.
12. Flanagan, John C. (1954). " The Critical Incident Technique, " Psychological Bulletin, 51 (July), 327-358.
13. Francis, Julie E. and Lesley White (2002). " Pirqual: A Scale for Measuring Customer Expectations and Perceptions of Quality in Internet Retailing, " American Marketing Association. Conference Proceedings, 13, 263.
14. Freeman, Daniel H., Jr. (1987). Applied Categorical Data Analysis. New York: Marcel Dekker, Inc.
15. Glaser, B. and Anselm Strauss (1967). The Discovery of Grounded Theory. Chicago: Aldine.
16. Gremler, Dwayne D. (2004). " The Critical Incident Technique in Service Research, " Journal of Service Research, 7 (1). 65-89.
17. Herzberg, F. B. Mausner, and B. Snyderman (1959). The Motivation to Work. New York: Wiley.
18. Holloway, Betsy B. and Sharon E. Beatty (2003). " Service Failure in Online Retailing: A Recovery Opportunity, " Journal of Service Research, 6 (1). 92-105.
19. Holloway, Betsy Bugg, Sijun Wang, and Janet Turner Parish (2005). " The Role of Cumulative Online Purchasing Experience in Service Recovery Management, " Journal of Interactive Marketing, 19 (3). 54-66.
20. Hui, Michael K., Xiande Zhao, Xiucheng Fan, and Kevin Au (2004). " When does the Service Process Matter? A Test of Two Competing Theories, " Journal of Consumer Research, 31 (2). 465-475.
21. Johnston, Robert (1995). " The Determinants of Service Quality: Satisfiers and Dissatisfiers, " International Journal of Service Industry Management, 6 (5). 53-71.
22. Keaveney, Susan M. (1995). " Customer Switching Behavior in Service Industries: An Exploratory Study, " Journal of Marketing, 59 (2). 71-82.
23. Lincoln, Yvonna and Egon G. Guba (1985). Naturalistic Inquiry. Beverly Hills, CA: Sage.
24. Loiacono, Eleanor T., Richard T. Watson, and Dale L. Goodhue (2002). " WEBQUAL: A Measure of Website Quality, " American Marketing Association Winter Marketing Educators' Conference Proceedings, 13, 432-437.
25. Lusch, Robert E., Stephen L. Vargo, and Alan J. Malter (2006). " Marketing as Service-Exchange: Taking a Leadership Role in Global Marketing Management, " Organizational Dynamics, 35 (3). 264-278.
26. Mentzer, John T., Daniel J. Flint, and G. Thomas M. Hult (2001). " Logistics Service Quality as a Segment-Customized Process, " Journal of Marketing, 65 (4). 82-104.
27. Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner (2000). " Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters, " Journal of Marketing, 64 (3). 50-64.
28. Montoya-Weiss, Mitzi M., Glenn B. Voss, and Dhruv Grewal (2003). " Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider, " Journal of the Academy of Marketing Science, 31 (4). 448-458.
29. Parasuraman, A. (2000). " Technology Readiness Index: A Multiple-Item Scale to Measure Readiness to Embrace New Technologies, " Journal of Service Research, 2 (4). 307-320.
30. Parasuraman, A. and Dhruv Grewal (2000). " The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda, " Journal of the Academy of Marketing Science, 28 (1). 168-174.
31. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1994). " Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, Journal of Marketing, 58 (1). 111-124.
32. Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra (2005). " E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality, " Journal of Service Research: JSR, 7 (3). 213-233.
33. Perreault, William D. and Laurence E. Leigh (1989). " Reliability of Nominal Data Based on Qualitative Judgments, " Journal of Marketing Research, 26 (May), 135-148.
34. Posselt, Thorsten and Eitan Gerstner (2005). " Pre-Sale vs. Post-Sale eSatisfaction: Impact on Repurchase Intention and Overall Satisfaction, " Journal of Interactive Marketing, 19 (4). 35-47.
35. Shankar, Venkatesh, Amy K. Smith, and Arvind Rangaswamy (2003). " Customer Satisfaction and Loyalty in Online and Offline Environments, " International Journal of Research in Marketing, 20 (2). 153-175.
36. Strauss, Anselm and Juliet Corbin (1990). Basics of Qualitative Research: Grounded Theory Procedures and Techniques. Newbury Park, CA: Sage.
37. Sureshchandar, G.S., Chandrasekharan Rajendran, and R.N. Anantharaman (2002). " The Relationship Between Service Quality and Customer Satisfaction-a Factor Specific Approach, " Journal of Services Marketing, 16 (4). 363-379.
38. Sweeney, Jillian C. and Wade Lapp (2004). " Critical Service Quality Encounters to the Web: An Exploratory Study, " The Journal of Services Marketing, 18 (4 / 5). 276-289.
39. Szymanski, David M. S. and Richard T. Hise (2000). " E-Satisfaction: An Initial Examination, " Journal of Retailing, 76 (3). 309-322.
40. Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998). " Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing, " Journal of Marketing, 62 (2). 60-76.
41. U.S. Census Bureau (2006). Census 2000 Data Releases, Demographic Profiles. Retrieved from http://censtats.census.gov/pub/Profiles.shtml
42. Varadarajan, P. Rajan (1985). " A Two-Factor Classification of Competitive Strategy Variables, " Strategic Management Journal, 6 (4). 357-375.
43. Warrington, Traci B., Nadia J. Abgrab, and Helen M. Caldwell (2000). " Building Trust to Develop Competitive Advantage in E-Business Relationships, " Competitiveness Review, 10 (2). 160-168.
44. Weber, Robert (1985). Basic Content Analysis. London: Sage.
45. Wolfinbarger, Mary and Mary C. Gilly (2003). " Etailq: Dimensionalizing, Measuring and Predicting Etail Quality, " Journal of Retailing, 79 (3). 183-198.
46. Yang, Zhilin and Xiang Fang (2004). " Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services, " International Journal of Service Industry Management, 15 (3). 302-326.
47. Yang, Zhilin, Robin T. Peterson, and Shaohan Cai (2003). " Services Quality Dimensions of Internet Retailing: An Exploratory Analysis, " Journal of Services Marketing, 17 (6 / 7). 685-700.
48. Zeithaml, Valarie A., A. Parasuraman, and Arvind Malhotra (2002). " Service Quality Delivery through Websites: A Critical Review of Extant Knowledge, " Journal of the Academy of Marketing Science, 30 (4). 362-375.