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Can I read The electronic service quality model: The moderating effect of customer self-efficacy on EtoBox?
The electronic service quality model: The moderating effect of customer self-efficacy by Youjae Yi; Taeshik Gong is a Business, Management and Accounting article available to read on EtoBox.
What is The electronic service quality model: The moderating effect of customer self-efficacy about?
## Abstract The research in the area has largely ignored the moderating effects of the customer trait, self‐efficacy, on the electronic service quality model. This study examines the degree to which electronic service quality dimensions influence overall service quality, which in turn affects customer satisfaction and loyalty. On the basis of self‐efficacy theory, this paper argues that outcome quality is the most important predictor of overall quality, whereas environment quality is the least important predictor of overall quality, particularly when self‐efficacy is high. Additionally, the paper demonstrates that self‐efficacy strengthens the link between customer satisfaction and both repurchase intention and word of mouth. Data collected from 162 participants provide support for most of these hypotheses. © 2008 Wiley Periodicals, Inc.
Who reads The electronic service quality model: The moderating effect of customer self-efficacy?
It is typically read by researchers, students, and practitioners in Business, Management and Accounting.
- Author
- Youjae Yi; Taeshik Gong
- Publisher
- John Wiley and Sons; Wiley (John Wiley & Sons); John Wiley & Sons Inc.; Wiley (ISSN 0742-6046)
- Published
- 2008
- Language
- EN
- Field
- Business, Management and Accounting (Social Sciences)