Connection between customer emotions and relationship quality in online music services

Behaviour and Information Technology

Volumn 29, Issue 6, 2010, Pages 633-651

  Sanchez Franco, Manuel ^a   Rondan Cataluña, Francisco J ^a  

^a UNIVERSITY OF SEVILLE   (Spain)

Author keywords

arousal; commitment; emotions; interaction effect; online music services; partial least squares; pleasure; relationship quality; satisfaction; trust

Indexed keywords

AROUSAL; COMMITMENT; EMOTIONS; INTERACTION EFFECT; ONLINE MUSIC SERVICES; PARTIAL LEAST SQUARES; PLEASURE; RELATIONSHIP QUALITY; SATISFACTION; TRUST;

EID: 77958581860     PISSN: 0144929X     EISSN: 13623001     Source Type: Journal    
DOI: 10.1080/01449290903235343     Document Type: Article

References (170)

1. Aiken, L.S. and West, S.G., 1991. Multiple regression: testing and interpreting interactions. Newbury Park, CA: Sage Publications.
2. Andersen, P.H. and Kumar, R., 2006. Emotions, trust and relationship development in business relationships: a conceptual model for buyer-seller dyads. Industrial Marketing Management, 35 (4), 522-535.
3. Anderson, E. and Weitz, B.A., 1992. The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research, 29 (1), 18-34.
4. Anderson, J.C. and Gerbing, D.W., 1988. Structural modelling in practice: a review and recommended two-steps approach. Psychological Bulletin, 103 (3), 411-423.
5. Anderson, J.C. and Narus, J.A., 1990. A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54 (1), 42-58.
6. Aspinwall, L.G., 1998. Rethinking the role of positive affect in self-regulation. Motivation and Emotion, 22 (1), 1-32.
7. Babin, B.J., Darden, W.R., and Griffin, M., 1994. Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20 (March), 644-656.
8. Bagozzi, R.P., Gopinath, M., and Nyer, P.U., 1999. The role of emotions in marketing. Journal of the Academy of Marketing Science, 27 (2), 184-206.
9. Balasubramanian, S., Konana, P., and Menon, N.M., 2003. Customer satisfaction in virtual environments: a study of online investing. Management Science, 49 (7), 871-889.
10. Barclay, D., Higgins, C., and Thompson, R., 1995. The partial least squares (PLS) approach to causal modeling: personal computer adoption and use as an illustration. Technology Studies, 2 (2), 285-309.
11. Barsky, J. and Nash, L., 2002. Evoking emotion: affective keys to hotel loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43 (1), 39-46.
12. Bart, Y., et al, 2005. Are the drivers and role of online trust the same for all web sites and customers? A large-scale exploratory empirical study. Journal of Marketing, 69 (4), 133-152.
13. Batson, C.C., Shaw, L.L., and Oleson, K.C., 1992. In: M.S. Clark, ed. Differentiating affect, mood, and emotion. Toward functionally based conceptual distinctions. Newbury Park, CA: Emotion, Sage, 294-326.
14. Berlyne, D.E., 1971. Aesthetics and psychobiology. New York: Appleton Century Crofts.
15. Bhattacherjee, A., 2001. Understanding information systems continuance: an expectation-confirmation model. MIS Quarterly, 25 (3), 351-370.
16. Bigné, J.E. and Andreu, L., 2004. Emotions in segmentation. An empirical study. Annals of Tourism Research, 31 (3), 682-696.
17. Bigné, J.E., Andreu, L., and Gnoth, J., 2005. The theme park experience: an analysis of pleasure, arousal and satisfaction. Tourism Management, 26 (6), 833-844.
18. Black, G.S., 2008. Trust and commitment: reciprocal and multidimensional concepts in distribution relationships. SAM Advanced Management Journal, 73 (1), 46-55.
19. Bloemer, J.M.M. and de Ruyter, K., 1999. Customer loyalty in high and low involvement settings: the moderating impact of positive emotions. Journal of Marketing Management, 15 (4), 315-330.
20. Bloemer, J.M.M. and Odekerken-Schröder, G., 2002. Store satisfaction and store loyalty explained by customer- and store related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 68-80.
21. Carmines, E.G. and Zeller, R.A., 1979. Reliability and validity assessment. Newbury Park, CA: Sage Publications.
22. Castañeda, J.A., 2005. El comportamiento del usuario de internet: análisis de los antecedentes y consecuencias de la fidelidad. Doctoral thesis. University of Granada, Granada.
23. Chaudhuri, A., 1997. Consumption emotion and perceived risk: a macro-analytic approach. Journal of Business Research, 39 (2), 81-92.
24. Chaudhuri, A., 1998. Product class effects on perceived risk: the role of emotion. International Journal of Research in Marketing, 15 (2), 157-168.
25. Chea, S. and Luo, M.M., 2007. Cognition, emotion, satisfaction, and post-adoption behaviors of e-service customers. In: Proceedings of the Annual Hawaii International Conference on System Sciences. Washington, DC: IEEE Computer Society.
26. Chebat, J.-C. and Michon, R., 2003. Impact of ambient odors on mall shoppers' emotions, cognition, and spending: a test of competitive causal theories. Journal of Business Research, 56 (7), 529-539.
27. Chin, W.W., 1994. PLS-Graph manual. Unpublished. University of Calgary, Calgary.
28. Chin, W.W., 1998. The partial least squares approach for structural equation modelling. In: G.A. Marcoulides, ed. Modern methods for business research. Mahwah, NJ: Lawrence Erlbaum Associates, 295-336.
29. Chin, W.W., Marcolin, B.L., and Newsted, P.R., 2003. A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic mail emotion/adoption study. Information Systems Research, 14 (2), 189-217.
30. Chu, Ch.-W. and Lu, H.P., 2007. Factors influencing online music purchase intention in Taiwan. An empirical study based on the value-intention framework. Internet Research, 17 (2), 139-155.
31. Clark, M. and Isen, A., 1982. Toward understanding the relationship between feeling states and social behaviour. In: A.H. Hastorf and A.M. Isen, eds. Cognitive social psychology. New York: Elsevier-North Holland, 73-108.
32. Cohen, J., 1988. Statistical power analysis for the behavioral sciences. Hillsdale, New Jersey: Lawrence Erlbaum.
33. Crosby, L.A., Evans, K.R., and Cowles, D., 1990. Relationship quality in services selling: an interpersonal influence approach. Journal of Marketing, 54, 68-81.
34. Csikszenthmihalyi, M., 2000. Beyond boredom and anxiety: experiencing flow in work and play. San Francisco, CA: Jossey-Bass.
35. Cullen, J.B., Johnson, J.L., and Sakano, T., 2000. Success through commitment and trust: the soft side of strategic alliance management. Journal of World Business, 35 (3), 223-240.
36. Darlington, R.B., 1990. Regression and linear models. New York: McGraw-Hill.
37. De Witt, Th.S., 2004. Service role performance as a workgroup phenomenon: customer-contact employee role performance effects on service productivity. Dissertation, Department of Marketing. The Florida State University, College of Business.
38. De Wulf, K. and Odekerken-Schroder, G., 2003. Assessing the impact of a retailer's relationship efforts on consumer' attitudes and behaviour. Journal of Retailing and Consumer Services, 10 (2), 95-108.
39. De Wulf, K., et al, 2006. The role of pleasure in web site success. Information and Management, 43 (4), 434-446.
40. Deutsch, M., 1960. The effect of motivational orientation upon trust and suspicion. Human Relations, 13 (2), 123-139.
41. Doney, P.M. and Cannon, J.P., 1997. An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61 (2), 35-51.
42. Donovan, R.J. and Rossiter, J.R., 1982. Store atmosphere: an environmental psychology approach. Journal of Retailing, 58 (1), 34-57.
43. Dorsch, M.J., Swanson, S.R., and Kelley, S.W., 1998. The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26 (2), 128-142.
44. Dubé-Rioux, L., 1990. The power of affective reports in predicting satisfaction judgments. In: M.E. Goldberg, G. Gorn, and R.W. Pollay, eds. Advances in consumer research, Vol. 17. Provo, UT: Association for Consumer Research, 571-576.
45. Dwyer, F.R., Schurr, P.H., and Oh, S., 1987. Developing buyer-seller relationship. Journal of Marketing, 51 (April), 11-27.
46. Edell, J.A. and Burke, M.C., 1987. The power of feelings in understanding advertising effects. Journal of Consumer Research, 14 (3), 421-433.
47. Eroglu, S. and Machleit, K.A., 1990. An empirical study of retail crowding: antecedents and consequences. Journal of Retailing, 66 (2), 201-221.
48. Eroglu, S.A., Machleit, K.A., and Davis, L.M., 2001. Atmospheric qualities of online retailing: a conceptual model and implications. Journal of Business Research, 54, 177-184.
49. Eroglu, S.A., Machleit, K.A., and Davis, L.M., 2003. Empirical testing of a model of online store atmospherics and shopper responses. Psychology and Marketing, 20 (2), 139-150.
50. Fassnacht, M. and Köse, I., 2007. Consequences of Web-based service quality: uncovering a multi-faceted chain of effects. Journal of Interactive Marketing, 21 (3), 35-54.
51. Feldman, B.L., 1998. Discrete emotions or dimensions? The role of valence focus and arousal focus. Cognition and Emotion, 12 (4), 579-599.
52. Finneran, C.M. and Zhang, P., 2003. A person-artefact-task (PAT) model of flow antecedents in computer-mediated environments. International Journal of Human-Computer Studies, 59 (4), 475-496.
53. Flavián, C., Guinalíu, M., and Gurrea, R., 2006. The role played by perceived usability, satisfaction, and consumer trust on website loyalty. Information and Management, 43 (1), 1-14.
54. Fogg, B.J., et al, 2002. How do people evaluate a Web site's credibility? Stanford University: Persuasive Technology Lab.
55. Forgas, J.P., 1992. On mood and peculiar people: affect and person typicality in impression formation. Journal of Personality and Social Psychology, 62 (5), 863-875.
56. Fornell, C., 1992. A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56 (January), 6-21.
57. Fornell, C. and Larcker, D.F., 1981. Evaluating structural models with unobservable variables and measurement error. Journal of Marketing Research, 18 (February), 39-50.
58. Fredrickson, B.L., 1998. What good are positive emotions? Review of General Psychology, 2 (3), 300-319.
59. Fredrickson, B.L., 2001. The role of positive emotions in positive psychology: the broaden-and-build theory of positive emotions. American Psychologist, 56 (3), 218-226.
60. Fung, R. and Lee, M., 1999. EC-Trust (Trust in Electronic Commerce): exploring the antecedent factors. In: AMCIS 1999 Proceedings Paper 179. Available from: http://aisel.aisnet.org/amcis1999/179 [Accessed 4 July 2009].
61. Garbarino, E. and Johnson, M.S., 1999. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63 (2), 70-87.
62. Gefen, D., Karahanna, E., and Straub, D.W., 2003. Trust and TAM in online shopping: an integrated model. MIS Quarterly, 27 (1), 51-90.
63. Gefen, D., Straub, D.W., and Boudreau, M.-C., 2000. Structural equation modeling and regression: guidelines for research practice. Communications of the Association for Information Systems, 4 (7), 2-77.
64. Geisser, S., 1974. A predictive approach to the random effect model. Biometrika, 61 (1), 101-107.
65. Gerbing, D.W. and Anderson, J.C., 1988. An updated paradigm for scale development incorporating unidimen-sionality and its assessment. Journal of Marketing Research, 25 (2), 186-192.
66. Geyskens, I., Steenkamp, J.-B.E.M., and Kumar, N., 1998. Generalisations about trust in marketing channel relationships using meta-analysis. International Journal of Research in Marketing, 15 (3), 223-248.
67. Geyskens, I., Steenkamp, J.-B.E.M., and Kumar, N., 1999. A meta-analysis of satisfaction in marketing channel relationships. Journal of Marketing Research, 26 (May), 223-238.
68. Geyskens, I., et al, 1996. The effects of trust and interdependence on relationship commitment: a TransAtlantic study. International Journal of Research in Marketing, 13 (4), 303-317.
69. Gilboa, S. and Rafaeli, A., 2003. Store environment, emotions and approach behavior: applying environmental aesthetics to retailing. The International Review of Retail, Distribution and Consumer Research, 13 (2), 195-211.
70. Gummesson, E., 1987. The new marketing developing long-term interactive relationships. Long Range Planning, 20, 10-20.
71. Gundlach, G.T. and Murphy, P.E., 1993. Ethical and legal foundations of relational marketing exchanges. Journal of Marketing, 57 (4), 35-46.
72. Hagel III, J. and Armstrong, G.A., 1997. Net gain: expanding markets through virtual communities. Boston, MA: Harvard Business School Press.
73. Hair, J.F., et al, 1999. Multivariate data analysis. Upper Saddle River, NJ: Prentice Hall.
74. Harris, L.C. and Goode, M.M.H., 2004. The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80 (2), 139-158.
75. Hennig-Thurau, T., 2000. Relationship marketing success through investments in customers. In: T. Hennig-Thurau and U. Hansen, eds. Relationship marketing: gaining competitive advantage through customer satisfaction and customer retention. Berlin: Springer, 127-146.
76. Hennig-Thurau, T. and Klee, A., 1997. The impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development. Psychology and Marketing, 14 (8), 737-764.
77. Hoffman, D.L. and Novak, T., 1996. Marketing in hypermedia computer-mediated environments: conceptual foundations. Journal of Marketing, 60 (July), 50-68.
78. Holbrook, M.B. and Hirschman, E.C., 1982. The experiential aspects of consumption: consumer fantasies, feelings and fun. Journal of Consumer Research, 9 (2), 132-140.
79. Holsapple, C.W. and Wu, J., 2008. Building effective online game websites with knowledge-based trust. Information Systems Frontiers, 10 (1), 47-60.
80. InSites Consulting, 2006. eScape European Internet Survey. Available from: http://www.escape-reports.com/ [Accessed 5 February 2007].
81. Irwin, J.R. and McClelland, G.H., 2003. Negative consequences of dichotomizing continuous predictor variables. Journal of Marketing Research, 40 (3), 366-371.
82. Isen, A.M., 2000. Some perspectives on positive affect and self-regulation. Psychological Inquiry, 11 (3), 184-187.
83. Isen, A.M., Daubman, K.A., and Nowicki, G.P., 1987. Positive affect facilitates creative problem solving. Journal of Personality and Social Psychology, 52 (6), 1122-1131.
84. Isen, A.M., et al, 1985. The influence of positive affect on the unusualness of word associations. Journal of Personality and Social Psychology, 48 (6), 1413-1426.
85. Izard, C.E., 1977. Human emotions. New York: Plenum Press.
86. Izard, C.E., 1991. The psychology of emotions. New York: Plenum Press.
87. Jarvenpaa, S.L. and Tractinsky, N., 1999. Consumer trust in an internet store: a cross-cultural validation. Journal of Computer-Mediated Communication, 5 (2), 1-35.
88. Jones, G.R. and George, J.M., 1998. The experience and evolution of trust: implications for cooperation and teamwork. Academy of Management Review, 23 (3), 531-546.
89. Jöreskog, K. and Sorbom, D., 1993. LISREL 8 structural equation modelling with the simples command language. Chicago, IL: Scientific Software International.
90. Jöreskog, K.G. and Yang, F., 1996. Nonlinear structural equation models: the Kenny-Judd model with interaction effects. In: G.A. Marcoulides and R.E. Schumacker, eds. Advanced structural equation modeling: issues and techniques. Mahwah: Lawrence Erlbaum Associates, 57-88.
91. Kahn, B.E. and Isen, A.M., 1993. The influence of positive affect on variety-seeking among safe, enjoyable products. Journal of Consumer Research, 20 (2), 257-270.
92. Kenny, D.A. and Judd, C.M., 1984. Estimating the nonlinear and interactive effects of latent variables. Psychological Bulletin, 96, 201-210.
93. Konana, P., Menon, N., and Balasubramanian, S., 2000. The implications of online investing. Communications of the ACM, 43 (1), 34-41.
94. Kramer, R.M., Newton, E., and Pommerenke, P.L., 1993. Self-enhancement biases and negotiator judgment: effects of self-esteem and mood. Organizational Behavior and Human Decision Processes, 56 (1), 110-133.
95. Kumar, R., 1997. The role of affect in negotiations: an integrative overview. The Journal of Applied Behavioral Science, 33 (1), 84-100.
96. Kumar, R. and Nti, K.O., 1998. Differential learning and interaction in alliance dynamics: a process and outcome discrepancy model. Organization Science, 9 (3), 356-367.
97. Lam, S., et al, 2004. Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32 (3), 293-303.
98. Lancastre, A. and Lages, L.F., 2006. The relationship between buyer and a B2B e-marketplace: cooperation determinants in an electronic market context. Industrial Marketing Management, 35 (6), 774-789.
99. Larsen, R.J. and Diener, E., 1992. Promises and problems with the circumplex model of emotion. In: M.S. Clark, ed. Review of personality and social psychology, Vol. 13. Newbury Park, CA: Sage, 25-59.
100. Lawler, E.J., 2001. An affect theory of social exchange. American Journal of Sociology, 107 (2), 321-352.
101. Lawler, E.J., Thye, S.h., and Yoon, J., 2000. Emotion and group cohesion in productive exchange. American Journal of Sociology, 106 (6), 616-657.
102. Lazarus, R.S., 1991. Emotion and adaptation. New York: Oxford University Press.
103. Lewinsohn, S. and Mano, H., 1993. Multiattribute choice and affect: the influence of naturally-occurring and manipulated moods on choice processes. Journal of Behavioral Decision Making, 6 (1), 33-51.
104. Lewis, J.D. and Weigert, A., 1985. Trust as a social reality. Social Forces, 63 (4), 967-985.
105. Liljander, V. and Strandvik, T., 1997. Emotions in service satisfaction. International Journal of Service Industry Management, 8 (2), 148-169.
106. Lindgaard, G. and Dudek, C., 2003. What is this evasive beast we call user satisfaction? Interacting with Computers, 15 (3), 429-452.
107. Lohmöller, J.-B., 1989. Latent variable path modeling with partial least squares. Heidelberg: Physica-Verlag.
108. Mano, H., 1992. Judgments under distress: assessing the role of unpleasantness and arousal in judgment formation. Organizational Behavior and Human Decision Processes, 52 (2), 216-245.
109. Mano, H., 1994. Risk taking, framing effects, and affect. Organizational Behavior and Human Decision Processes, 57 (1), 38-58.
110. Marcella, A.J., 1999. Establishing trust in vertical markets. Altamonte Springs, FL: The Institute of Internal Auditors.
111. Mayer, R.C., Davis, J.H., and Schoorman, F.D., 1995. An integrative model of organizational trust. Academy of Management Review, 20 (3), 709-734.
112. McAllister, D.J., 1995. Affect- and cognition-based trust as foundations for interpersonal co-operation in organizations. The Academy of Management Journal, 38 (1), 24-59.
113. McClelland, G.H. and Judd, C.M., 1993. Statistical difficulties of detecting interactions and moderate effects. Psychological Bulletin, 114 (2), 376-390.
114. McKnight, D.H., Choudhury, V.C., and Kacmar, C., 2002. Developing and validating trust measures for e-commerce: an integrative typology. Information Systems Research, 13 (3), 334-359.
115. Mehrabian, A. and Russell, J.A., 1974. An approach to environment psychology. Cambridge, Mass: MIT Press.
116. Menon, K. and Dubé, L., 2000. Ensuring greater satisfaction by engineering salesperson response to customer emotions. Journal of Retailing, 76 (3), 285-307.
117. Menon, S. and Kahn, B.E., 1995. The impact of context on variety seeking in product choices. Journal of Consumer Research, 22 (3), 285-295.
118. Menon, S. and Kahn, B.E., 2002. Cross-category effects of induced arousal and pleasure on the internet shopping experience. Journal of Retailing, 78 (1), 31-40.
119. Meyer, J.P. and Allen, N.J., 1984. Testing the 'Side-Bet Theory' of organizational commitment: some methodological considerations. Journal of Applied Psychology, 69 (3), 372-378.
120. Moorman, C., Zaltman, G., and Deshpande, R., 1992. Relationship between providers and users of market research: the dynamics of trust within and between organizations. Journal of Marketing Research, 29 (August), 314-328.
121. Morgan, R.M. and Hunt, S.D., 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58 (3), 20-38.
122. Nunnally, J.C., 1978. Psychometric theory. 2nd ed. New York: McGraw-Hill.
123. Oatley, K. and Jenkins, J.M., 1992. Human emotions: function and dysfunction. Annual Review of Psychology, 43, 55-85.
124. Oatley, K. and Jenkins, J.M., 1996. Understanding emotions. Cambridge, MA: Blackwell.
125. Oliver, R.L., 1996. Satisfaction: a behavioral perspective on the consumer. Boston, MA: McGraw-Hill.
126. Oliver, R.L., 1999. Whence customer loyalty? Journal of Marketing, 63, 33-44.
127. Pine, J.B. II and Gilmore, J.H., 1998. Welcome to the experience economy. Harvard Business Review, 76 (July-August), 97-106.
128. Porat, T. and Tractinsky, N., 2006. The effects of perceived Web-store design characteristics on consumer's affective states and attitudes towards the store. Working paper, Ben-Gurion University.
129. Price, L.L., Arnould, E.J., and Deibler, S.L., 1995. Consumers' emotional responses to service encounters: the influence of the service provider. International Journal of the Service Industry Management, 6 (3), 34-63.
130. Pullman, M.E. and Gross, M.A., 2004. Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35 (3), 551-578.
131. Raghunathan, R., Pham, M.T., and Corfman, K.P., 2006. Informational properties of anxiety and sadness, and displaced coping. Journal of Consumer Research, 32 (4), 596-601.
132. Reinartz, W.J. and Kumar, V., 2000. On the profitability of long-life customers in a noncontractual setting: an empirical investigation and implications for marketing. Journal of Marketing, 64 (October), 17-35.
133. Ridgway, N.M., Dawson, S.A., and Bloch, P.H., 1989. Pleasure and arousal in the marketplace: interpersonal differences in approach-avoidance responses. Marketing Letters, 1 (2), 139-147.
134. Ringle, C.M., Wende, S., and Will, A., 2005. SmartPLS 2.0 beta. University of Hamburg, Germany.
135. Russell, J.A., 1980. A circumplex model of affect. Journal of Personality and Social Psychology, 39 (6), 1161-1178.
136. Russell, J.A. and Carroll, J.M., 1999. On the bipolarity of positive and negative affect. Psychological Bulletin, 125 (1), 3-30.
137. Russell, J.A. and Pratt, G.A., 1980. A description of the affective quality attributed to environments. Journal of Personality and Social Psychology, 38 (2), 311-322.
138. Sanchez-Franco, M.J., 2009. The moderating effects of involvement on the relationships between satisfaction, trust and commitment in e-banking. Journal of Interactive Marketing, 23 (3), 247-258.
139. Sandelands, L.E., Ashford, S.J., and Dutton, J.E., 1983. Reconceptualizing the overjustification effect: a template-matching approach. Motivation and Emotion, 7 (3), 229-255.
140. Sanzo, M.J., et al, 2003. The effect of market orientation on buyer-seller relationship satisfaction. Industrial Marketing Management, 32 (4), 327-345.
141. Schwarz, N., 1986. Feelings as information: informational and motivational functions of affective states. In: E.T. Higgins and R.M. Sorrentino, eds. Handbook of motivation and cognition, Vol. 2. New York, London: The Guilford Press, 527-561.
142. Schwarz, N. and Bless, H., 1991. Happy and mindless, but sad and smart? The impact of affective states on analytic reasoning. In: J.P. Forgas, ed. Emotion and social judgments. Oxford: Pergamon Press, 55-71.
143. Selnes, F., 1998. Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing, 32 (3/4), 305-322.
144. Shankar, V., Smith, A.K., and Rangaswamy, A., 2003. Customer satisfaction and loyalty in online and offline environments. International Journal of Marketing Research, 20, 153-175.
145. Singh, J. and Sirdeshmukh, D., 2000. Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of Academy of Marketing Science, 28 (1), 150-167.
146. Smith, D., Menon, S., and Sivakumar, K., 2005. Online peer and editorial recommendations, trust, and choice in virtual markets. Journal of Interactive Marketing, 19 (3), 15-37.
147. Smith, J.B., 1998. Buyer-seller relationships: similarity, relationship management, and quality. Psychology and Marketing, 15 (1), 3-21.
148. Spekman, R.E., et al, 1996. Creating strategic alliances which endure. Long Range Planning, 29 (3), 346-357.
149. Stauss, B. and Neuhaus, P., 1997. The qualitative satisfaction model. International Journal of Service Industry Management, 8 (3), 236-249.
150. Stone, M., 1974. Cross-validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society, 36 (1), 111-147.
151. Sun, H. and Zhang, P., 2006. The role of affect in IS research: a critical survey and a research model. In: P. Zhang and D. Galletta, eds. Human-computer interaction and management information systems: foundations. Armonk, NY: M.E. Sharpe.
152. Sun, H., Zhang, P., and Xiao, X., 2007. A research model of relationship quality in e-commerce: connecting IS factors with marketing profitability. In: AMCIS 2007 Proceedings, 290.
153. Tax, S.S., Brown, S.W., and Chandrashekaran, M., 1998. Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62 (2), 60-76.
154. Tractinsky, N., Katz, A.S., and Ikar, D., 2000. What is beautiful is usable. Interacting with Computers, 13 (2), 127-145.
155. Tractinsky, N. and Lowengart, O., 2007. Web-store aesthetics in e-retailing: a conceptual framework and some theoretical implications. Academy of Marketing Science Review, 11 (1), 1-18.
156. Urban, G.L., Sultan, F., and Qualls, W., 2000. Placing trust at the center of your Internet strategy. Sloan Management Review, 42 (1), 39-48.
157. Webster, J. and Martocchio, J.J., 1992. Microcomputer playfulness: development of a measure with workplace implications. MIS Quarterly, 16 (2), 201-226.
158. Webster, J., Trevino, L., and Ryan, L., 1993. The dimensionality and correlates of flow in human-computer interactions. Computers in Human Behavior, 9 (4), 411-426.
159. Werts, C.E., Linn, R.L., and Joreskog, K.G., 1974. Interclass reliability estimates: testing structural assumptions. Educational and Psychological Measurement, 34, 25-33.
160. Westbrook, R.A., 1987. Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24 (3), 258-270.
161. Westbrook, R.A. and Oliver, R.L., 1981. Developing better measures of customer satisfaction: some preliminary results. Advances in Consumer Research, 8, 94-99.
162. Westbrook, R.A. and Oliver, R.L., 1991. The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18 (June), 84-91.
163. Wetsch, L.R., 2005. Trust, satisfaction and loyalty in customer relationship management: an application of justice theory. Co- Journal of Relationship Marketing, 4 (3-4), 29-42.
164. Williamson, O.E., 1993. Calculativeness, trust, and economic organization. The Journal of Law and Economics, 36 (1), 453-486.
165. Wingfield, N., 2002. E-commerce (a special report): cover story - a question of trust: online consumers are buying - but warily; here's how you can minimize the risk. Wall Street Journal, 16 September 2002, R.6.
166. Wirtz, J. and Bateson, J.E.G., 1999. Consumer satisfaction with services: integrating the environmental perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research, 44 (1), 55-66.
167. Witkowski, T.H. and Thibodeau, E.J., 1999. Personal bonding processes in international marketing relationships. Journal of Business Research, 46 (3), 315-325.
168. Wold, H., 1982. Soft modelling: the basic design and some extensions. In: K.G. Jöreskog and H. Wold, eds. Systems under indirect observation, Part II. Amsterdam: North Holland Press, 1-54.
169. Yoon, S.-J., 2002. The antecedents and consequences of trust in online-purchase decisions. Journal of Interactive Marketing, 16 (2), 47-63.
170. Zeffane, R. and Connell, J., 2003. Trust and HRM in the new millennium. International Journal of Human Resource Management, 14 (1), 3-11.