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What Makes Online Gamers Dissatisfied with Online Games?

Fan-Chen Tseng (Kainan University, Taiwan) and Ching-I Teng (Chang Gung University, Taiwan)

Source Title: Encyclopedia of E-Commerce Development, Implementation, and Management

DOI: 10.4018/978-1-4666-9787-4.ch126

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Literature Review

The literature has explores sources of satisfiers and dissatisfiers and recognized that they are typically different. Dissatisfiers refer to the necessary but not sufficient antecedents for service performance (Cadotte & Turgeon, 1988). That is, the absence of such performance results in dissatisfaction. Contrarily, satisfiers refer to unusual performance that triggers strong satisfaction (Cadotte & Turgeon, 1988). For example, attribution of service failure to the firm determines reduced quality perception and reduces satisfaction (Iglesias, 2009).

Key Terms in this Chapter

Deceptive: Likely to deceive; capable of deception.

Restriction: A limitation on the use of (online game functions or properties).

Customer Support: A range of customer services to assist customers in making cost effective and correct use of a product or service.

Design: The act of working out the form of something (as by making a sketch or outline or plan).

Regulation: The set of rules governing certain actions (in online games).

Dissatisfaction: The condition or feeling of being displeased or unsatisfied; discontent.

Online Game: A video game played over some form of computer network, including the Internet.

Discourteous: Showing bad manners; impolite; rude.

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