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| Author: | Balasubramanian, S. Konana, P. Menon, N.M. |
| Title: | Customer satisfaction in virtual environments: a study of online investing |
| Journal: | Management Science
2003 : JUL, VOL. 49:7, p. 871-889 |
| Index terms: | Consumer satisfaction Customers Electronic commerce Investment |
| Language: | eng |
| Abstract: | In the electronic commerce environments some traditional service quality dimensions that determine customer satisfaction are unobservable. In contrast, trust may play a central role here in enhancing customer satisfaction. Trust is modeled as an endogenously formed entity that ultimately impacts customer satisfaction, and the linkages between trust and other factors related to the performance of the online service provider and to the service environment are elucidated. |
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