The role of product involvement in e-service evaluations

Wang, Paul, Gudergan, Siegfried, & Lings, Ian (2008) The role of product involvement in e-service evaluations. International Journal of Electronic Marketing and Retailing, 2(1), pp. 59-79.

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This paper provides conceptual and empirical insights into consumers’ evaluations of online services and their consequent behavioural intentions. We show that behavioural intentions in online contexts are driven primarily by two factors, namely online service satisfaction and perceived service quality. Perceived sacrifice and service quality are found to have an indirect effect on online service satisfaction through their influences on perceived value associated with the online service. In addition, we examine the moderating effects of product involvement and discuss the implications of our research findings.

Impact and interest:

2 citations in Scopus
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ID Code: 27748
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: online services, behavioural intentions; , empirical modelling, product involvement
DOI: 10.1504/IJEMR.2008.016817
ISSN: 1741-1025
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2008 Inderscience Enterprises Ltd
Deposited On: 05 Oct 2009 00:41
Last Modified: 12 Aug 2014 01:43

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