- Title
- Creating compelling e-service encounters: examining e-service attributes and flow
- Creator
- Carlson, Jamie; O'Cass, Aron
- Relation
- Australian and New Zealand Marketing Academy Conference 2009 (ANZMAC 2009). Proceedings of the Australian and New Zealand Marketing Academy Conference 2009 (Melbourne 30 November - 2 December, 2009)
- Relation
- http://www.duplication.net.au/ANZMAC09/Menu.html
- Publisher
- Australian and New Zealand Marketing Academy (ANZMAC)
- Resource Type
- conference paper
- Date
- 2009
- Description
- This study examines the impact of e-service quality attributes on the development of flow, and further investigates the impact flow has on consumers’ Website loyalty and word-ofmouth behaviour. Based on data collected from 406 e-retail consumers of a single organization in the sport and leisure sector, the results indicate that favourable perceptions of e-service quality attributes has a major impact on the development of positive flow experiences. Further, the experience of flow appears to be a driver of Website loyalty and positive word-of-mouth.
- Subject
- flow; e-service; e-service quality; e-retailing
- Identifier
- uon:9172
- Identifier
- http://hdl.handle.net/1959.13/920524
- Identifier
- ISBN:1863081585
- Full Text
- Reviewed
- Hits: 8884
- Visitors: 2207
- Downloads: 1371
Thumbnail | File | Description | Size | Format | |||
---|---|---|---|---|---|---|---|
View Details Download | ATTACHMENT01 | Publisher version (open access) | 78 KB | Adobe Acrobat PDF | View Details Download |