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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.13/802433

Title
Investigating the relationships between e-service quality, product involvement and flow on behavioural intentions of e-services
Author/Creator
Carlson, Jamie;  O'Cass, Aron
Institution
The University of Newcastle. Faculty of Business & Law, Newcastle Business School
Description
Understanding the consequences of perceived e-service quality has been an area of research that has received increased attention within the services marketing literature. However, todate little if any research has examined the impact of the service delivery via the internet and its ability to engage or help promote a state of flow in consumers using content driven websites. This study contributes to services marketing research by examining the relationships between e-service quality and consumer levels of product involvement, the development of flow experiences and behavioural intentions in the context of e-service delivery. Based on data collected from 5 18 Australian consumers, the results indicate that e-service quality together with product involvement have a positive influence in the development of flow experiences and that flow influences behavioural intentions.
Relation
Australia and New Zealand Marketing Academy Conference (ANZMAC 2008). Australia and New Zealand Marketing Academy Conference 2008: Shifting the Focus from Mainstream to Offbeat (Sydney, N.S.W. 1-3 December, 2008)
Relation
http://www.anzmac.org/Default.aspx?page=2080
Date
2008
Publisher
2008 Conference Secretariat/Promaco Conventions
Keyword(s)
e-service;  services marketing research;  flow experiences;  behavioural intentions
Resource Type
conference paper
Identifier
http://hdl.handle.net/1959.13/802433
Identifier
ISBN:1863081445
Reviewed
Reviewed
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"Investigating the relationships between e-service quality, product involvement and flow on behavioural intentions of e-services"
 
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