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User Satisfaction with E-Collaborative Systems

User Satisfaction with E-Collaborative Systems

Jeffrey Wong, Kevin Dow, Ofir Turel, Alexander Serenko
Copyright: © 2008 |Pages: 11
ISBN13: 9781599048253|ISBN10: 1599048256|EISBN13: 9781599048277
DOI: 10.4018/978-1-59904-825-3.ch003
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MLA

Wong, Jeffrey, et al. "User Satisfaction with E-Collaborative Systems." E-Collaboration in Modern Organizations: Initiating and Managing Distributed Projects, edited by Ned Kock, IGI Global, 2008, pp. 31-41. https://doi.org/10.4018/978-1-59904-825-3.ch003

APA

Wong, J., Dow, K., Turel, O., & Serenko, A. (2008). User Satisfaction with E-Collaborative Systems. In N. Kock (Ed.), E-Collaboration in Modern Organizations: Initiating and Managing Distributed Projects (pp. 31-41). IGI Global. https://doi.org/10.4018/978-1-59904-825-3.ch003

Chicago

Wong, Jeffrey, et al. "User Satisfaction with E-Collaborative Systems." In E-Collaboration in Modern Organizations: Initiating and Managing Distributed Projects, edited by Ned Kock, 31-41. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-825-3.ch003

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Abstract

E-mail is a critical component of most e-collaborative environments. This chapter describes an application of the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. The ACSI framework is an established methodology in the marketing literature and appeared to be useful to assess the antecedents and consequences of individual satisfaction in many more circumstances than external customer purchases. We surveyed e-mail users to gather data to utilize in an ACSI model modified for e-mail systems. Our findings indicate that the ACSI model can yield useful insights into factors that contribute to and result from user satisfaction.

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