Satisfiers and Dissatisfiers in the Online Environment

This research examines the factors driving consumer dis(satisfaction) in the online service environment. Using a critical incident technique and content analysis, the authors identify the critical drivers reported by consumers to produce particularly satisfactory or dissatisfactory online service en...

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Bibliographic Details
Published inJournal of service research : JSR Vol. 10; no. 4; p. 347
Main Authors Holloway, Betsy Bugg, Beatty, Sharon E
Format Journal Article
LanguageEnglish
Published Thousand Oaks SAGE PUBLICATIONS, INC 01.05.2008
Subjects
Comparative analysis
Content analysis
Customer satisfaction
Discriminant analysis
Electronic commerce
Quality of service
Studies
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Summary:This research examines the factors driving consumer dis(satisfaction) in the online service environment. Using a critical incident technique and content analysis, the authors identify the critical drivers reported by consumers to produce particularly satisfactory or dissatisfactory online service encounters. Using 616 surveys and 1,183 observations, the authors first classify and then compare reported drivers across outcomes (dissatisfaction vs. satisfaction) and three industry groups (hard goods, soft goods, and services). Classifications are also compared with several important service-quality scales and other literature on the topic in order to compare the findings and to develop an overall framework. The results address how satisfiers and dissatisfiers vary both overall and across industry classifications, providing an assessment of the differences between the factors producing online success versus those preventing failure. The authors conclude with implications for online retailers and directions for future research. [PUBLICATION ABSTRACT]
ISSN:1094-6705
1552-7379