Cognitive appraisal of incident handling, affects, and post-adoption behaviors: A test of affective events theory. (June 2018)

• Record Type: Journal Article
• Authors: Luo, Margaret Meiling; Chea, Sopeha
• Is Part Of: International journal of information management. Volume 40(2018)
• Page Start: 120
• Page End: 131
• Publication Date: 2018-06
• Subjects: Affective events theory -- Word-of-mouth -- Complaint -- Cognitive appraisal -- Continuance intention -- Post-adoption behaviors; Social sciences -- Information services -- Periodicals; Social sciences -- Research -- Periodicals; Information science -- Periodicals; Management information systems -- Periodicals; Knowledge management -- Periodicals; Sciences sociales -- Documentation, Services de -- Périodiques; Sciences sociales -- Recherche -- Périodiques; Sciences de l'information -- Périodiques; Systèmes d'information de gestion -- Périodiques; Information science; Management information systems; Social sciences -- Information services; Social sciences -- Research; Periodicals; Electronic journals; 025.52068
• DOI: 10.1016/j.ijinfomgt.2018.01.014
• Languages: English
• ISSNs: 0268-4012

Abstract

Highlights: This study attempts to explain e-service customer post-adoption behaviors in a unified model based on the Affective Events Theory (AET). Perceived site quality, affective reactions, and cognitive appraisal of incident-handling determine e-service customer behaviors. The results confirm that perceived site quality and cognitive appraisal of incident-handling deterine e-service customer retention behaviors. Three post-adoption behaviors under investigation are continuance intention, complaint intention, and recommendation intention. Abstract: Understanding the psychology of e-consumers provides information on why some Web sites succeed and others fail. One stream of online customer behavior research has focused on systems quality in determining systems success, whereas another stream of research has focused on the effects of online incidents, including online waiting interruptions and service failures, on consumer behaviors. This study attempts to bridge the two streams of research and to explain e-service customer post-adoption behaviors in a unified model from the perspective of the Affective Events Theory (AET). Previous research examining this phenomenon has been guided by the Expectancy Confirmation Theory (ECT). The current study advances these theories to explain customer retention behaviors using the Affective Events Theory. With the AET, the current study proposes that e-service customer behaviors are determined by three major constructs: perceived site quality, affective reactions, and cognitive appraisal of incident-handling. Three surveys were conducted and the findings support the proposed model, positing that e-service customer retention behaviors are determined by perceived site quality and cognitive appraisal of incidents-handling. Post-adoption behaviors investigated in the study include continuance intention, complaint intention (negative word-of-mouth), and recommendation intention (positive word-of-mouth). Practical implications are also suggested.