Customer Participation, e-Service Quality, Satisfaction: (e)Service Dominant Logic Trinity. Issue 3 (16th April 2019)

• Record Type: Journal Article
• Authors: Fotiadis, Thomas
• Is Part Of: Journal of promotion management. Volume 25:Issue 3(2019)
• Page Start: 394
• Page End: 418
• Publication Date: 2019-04-16
• Subjects: Customer participation behavior -- e-service quality -- information seeking -- information sharing -- responsible behavior; Motivation research (Marketing) -- Periodicals; Consumers -- Periodicals; Sales promotion -- Periodicals; Marketing -- Management -- Periodicals; Advertising -- Periodicals; 658.8205
• DOI: 10.1080/10496491.2019.1557818
• Languages: English
• ISSNs: 1049-6491

Abstract

Abstract: This study aims to assess the effects of customer participation behavior on perceived e-service quality and satisfaction in Greek e-shops, by analyzing data collected by 335 Greek customers, employing Explanatory and Confirmatory Factor Analysis (SEM) of the ADF method. The research explores and expands existing literature, focusing on self-service technologies and specifically on e-shopping, while customer participation is considered a multi-dimensional construct. The results reveal that one dimension of customer participation behavior (responsible behavior) positively affects perceived service quality, as well as customer satisfaction, while information seeking affects only e-service quality, whereas the two dependent variables are not affected by information sharing.