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| Author: | Khalifa, M. Liu, V. |
| Title: | Satisfaction with Internet-based services: the role of expectations and desires |
| Journal: | International Journal of Electronic Commerce
2002 : WINTER, VOL. 7:2, p. 31-49 |
| Index terms: | Consumer satisfaction Customer relationship management (CRM) Electronic commerce Expectations |
| Language: | eng |
| Abstract: | A model for explaining/predicting the satisfaction of customers with Internet-based services is developed, operationalized and empirically tested in the context of an online knowledge community. The need to consider not only the expectations of the customers but their desires in explaining/predicting their satisfaction is empirically demonstrated. |
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