Time effect of disconfirmation on online shopping

Chinho Lin, Yu Huei Wei, Watcharee Lekhawipat

研究成果: Article

6 引文 斯高帕斯(Scopus)

摘要

To succeed in the rapidly growing and highly competitive e-commerce environment, it is important to understand the relationship between the cognition and continued usage behaviour of online shopping customers as they relate to enhancing customer conversion and retention. A longitudinal perspective is adopted in this study and expectation disconfirmation theory is applied to examine how disconfirmation influences the relationship between customer expectations and repurchase intentions when considering the effect of time. This work aims at (1) identifying the relationships between the pre-purchase expectations and post-purchase attitudes of online consumers; (2) elucidating how previous purchase experience influences subsequent purchase intention; and (3) examining the moderating role of disconfirmation in an online shopping context. The results provide useful implications for the management of customer expectations and future purchase behaviour in customers with different levels of disconfirmation.

原文English
頁(從 - 到)87-101
頁數15
期刊Behaviour and Information Technology
37
發行號1
DOIs
出版狀態Published - 2018 一月 2

All Science Journal Classification (ASJC) codes

  • Developmental and Educational Psychology
  • Arts and Humanities (miscellaneous)
  • Social Sciences(all)
  • Human-Computer Interaction

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