Loyalty Differences in the Effect of Negative Critical Incidents and Quality Attributes Satisfaction: An Empirical Study of Online Shopping

Loyalty Differences in the Effect of Negative Critical Incidents and Quality Attributes Satisfaction: An Empirical Study of Online Shopping

Kwoting Fang (National Yunlin University of Science & Technology, Taiwan), Ya-Yueh Shih (National Chiao Tung University, Taiwan and Ming Hsin University of Science & Technology, Taiwan) and Duen-Ren Liu (National Chiao Tung University, Taiwan)
Copyright: © 2004 |Pages: 22
DOI: 10.4018/978-1-59140-566-5.ch009
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Abstract

This chapter introduces the effect of negative critical incidents and quality attributes satisfaction to heed the call for theoretically based empirical work in terms of loyalty difference on Internet shopping. There are some findings and recommendations. First, FNCIs would affect overall satisfaction indirectly by QASAT. Second, either highly loyal customers or less loyal customers, although the important order of relationship between four latent factors of QASAT and FNCIs are not equal, have causal relationships that were all significant. Third, the slow response that affected overall satisfaction indirectly by QASAT seems to be more important to customers who have less purchase frequency or purchase amount than higher ones. Finally, online bookstores with incomplete content that have untrustworthy transactions would affect overall satisfaction indirectly to customers with high loyalty by QASAT; this seems to be more important than it is to less loyal customers. It is hoped that the results of this chapter could provide a valuable strategy for marketers to rethink how they can find out and reduce the FNCIs that customers may encounter.

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Table of Contents
Acknowledgments
P. Candace Deans
Chapter 1
Susy S. Chan, Jean Lam
The Internet has served as an effective channel for companies to build and manage relationships with customers. The mobile channel, emerging from... Sample PDF
Customer Relationship Management on Internet and Mobile Channels: An Analytical Framework and Research Directions
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Chapter 2
B. Karstens, R. Rosenbuam, H. Schumann
The opportunity to access information at any time and any place caused a boom in the development of small mobile devices in recent years. Due to... Sample PDF
Presenting Large and Complex Information Sets on Mobile Handhelds
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Chapter 3
Melissa S. Ding, Chandana R. Unnithan
The opportunity to access information at any time and any place caused a boom in the development of small mobile devices in recent years. Due to... Sample PDF
Mobile Payments (M-Payments)- An Exploratory Study of Emerging Issues and Future Trends
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Chapter 4
Margherita Pagani, Danilo Schipani
This chapter provides an end-user perspective on mobile multimedia services that are likely to emerge with the roll out of Third Generation Mobile... Sample PDF
Motivations and Barriers to the Adoption of 3G Mobile Multimedia Services: An End User Perspective in the Italian Market
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Chapter 5
Ran Neuman, P.C. Deans
This chapter discusses the impact of mobile and wireless technologies on developing countries. The new technological advances and capabilities allow... Sample PDF
Impact of Mobile the Wireless Technologies on Developing Countries
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Chapter 6
Tino Jahnke, Juergen Seitz
In order to solve intellectual property problems of the digital age, two basic procedures are used: “Buy and drop,” linked to the destruction of... Sample PDF
An Introduction in Digital Watermarking: Applications, Principles, and Problems
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Chapter 7
Eetu Luoma, Pasi Tyvainen
Digital Rights Management (DRM) is an issue of controlling and managing digital rights over intellectual property. It has recently broadened its... Sample PDF
Integrated Domain Model for Digital Rights Management
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Chapter 8
Alec Yasinsac
Ad hoc networks are inherently dynamic, with nodes entering, moving around, and leaving the network, often for short duration membership. This... Sample PDF
Rates of Change in Ad hoc Networks
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Chapter 9
Kwoting Fang, Ya-Yueh Shih, Duen-Ren Liu
This chapter introduces the effect of negative critical incidents and quality attributes satisfaction to heed the call for theoretically based... Sample PDF
Loyalty Differences in the Effect of Negative Critical Incidents and Quality Attributes Satisfaction: An Empirical Study of Online Shopping
$37.50
Chapter 10
Luiz A.M. Mendes-Filho, Anatália S.M. Ramos
This study aims to analyze the perception of managers on the benefits and difficulties of Internet use in hotels and its effects according to the... Sample PDF
Benefits and Difficulties of Internet Use in Hotels and Its Effects According to the Facilities Rank, Property Size, Manager's Age and Experience
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Chapter 11
Andrew Stein, Paul Hawking, Daniel C. Wyld
The reverse auction tool has evolved to take advantage of Internet technology and has been identified by many large organisations as a tool to... Sample PDF
A Reverse Auction Case Study: The Final Chapter
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About the Authors