Top Digital Company in China to Divide Into Six

Chapter 8 of the book, Handbook of Research on the Platform Economy and the Evolution of E-Commerce, which is a freely accessible Open Access (OA) Chapter, aims at understanding the predictors of customer satisfaction with online shopping through self-determination theory. This research validates perceived enjoyment, social influence, social media interactions, reverse logistics, and pay-on-delivery (POD) mode of payment as new predictors of customer satisfaction in online shopping. Read Full OA Chapter here.

Chapter citation: Tandon & Ertz (2020). Customer Satisfaction Towards Online Shopping by Empirical Validation of Self-Determination Theory, Handbook of Research on the Platform Economy and the Evolution of E-Commerce (pp. 177-203). IGI Global.

Myriam Ertz, Ph.D., is associate professor in marketing, and director of the LaboNFC at Université du Québec à Chicoutimi. Her research interests include innovation and technology, sustainability, as well as the reconfiguration of commercial exchanges. Her research has already appeared in many top-tier journal articles (e.g., Renewable and Sustainable Energy Reviews, Resources, Conservation & Recycling; Journal of Cleaner Production; Journal of Environmental Management; Technological Forecasting & Social Change; Journal of Business Research; Environment & Behavior; International Marketing Review). She also published several book chapters, a book on responsible marketing, and contributed to professional reports. This strong contribution to research earned her to be part of the top 10% downloaded authors on the Social Sciences Research Network (SSRN) and to be granted the 2020 Social Sciences Young Investigator Award. In addition, she regularly presents her research in conferences as an invited or regular speaker and has recently co-edited a collective book on the reconfigurations of commercial exchanges.

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