Creating compelling e-service encounters: examining e-service attributes and flow

Title: Creating compelling e-service encounters: examining e-service attributes and flow
Creator: Carlson, Jamie; O'Cass, Aron
Relation: Australian and New Zealand Marketing Academy Conference 2009 (ANZMAC 2009). Proceedings of the Australian and New Zealand Marketing Academy Conference 2009 (Melbourne 30 November - 2 December, 2009)
Relation: http://www.duplication.net.au/ANZMAC09/Menu.html
Publisher: Australian and New Zealand Marketing Academy (ANZMAC)
Resource Type: conference paper
Date: 2009
Description: This study examines the impact of e-service quality attributes on the development of flow, and further investigates the impact flow has on consumers’ Website loyalty and word-ofmouth behaviour. Based on data collected from 406 e-retail consumers of a single organization in the sport and leisure sector, the results indicate that favourable perceptions of e-service quality attributes has a major impact on the development of positive flow experiences. Further, the experience of flow appears to be a driver of Website loyalty and positive word-of-mouth.
Subject: flow; e-service; e-service quality; e-retailing
Identifier: uon:9172
Identifier: http://hdl.handle.net/1959.13/920524
Identifier: ISBN:1863081585
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