Does service convenience matter? An empirical assessment of service quality, service convenience and exchange relationship in electronic mediated environment

被引：0
|
作者：
Hua Dai
Al F. Salam
机构：
[1] University of Wisconsin-La Crosse,Information Systems and Operations Management Department
[2] Bryan School of Business and Economics UNC,undefined
[3] Greensboro (UNCG),undefined
来源：
Electronic Markets | 2014年 / 24卷
关键词：
Service convenience; Relational exchange; Electronic mediated environment; Second-order formative construct; PLS; M15;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
This study examines, from the consumer centric perspective, how service convenience in conjunction with online service quality affect long-term relational exchange in the electronic mediated environment (EME). Service convenience is conceptualized as a second order formative construct with six convenience dimensions demonstrating the process of online service consumption. An analytical framework is developed and tested to validate a comprehensive research model of service convenience and its antecedents and consequents. Analysis of data from 772 respondents revealed that service convenience is indeed a multidimensional formative concept and contributes to long-term exchange relationship between the consumers and service providers. Implication and future research is discussed.
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页码：269 / 284
页数：15
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