Pre-sale vs. Post-sale e-satisfaction: Impact on repurchase intention and overall satisfaction

E-tailers deliver services in two phases: before the sale takes place, and after the sale is over. Previous research in behavioral science has suggested that the time sequence of service delivery may affect customer evaluation of service and therefore it may also affect e-satisfaction. To determine...

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Veröffentlicht in:	Journal of interactive marketing 2005, Vol.19 (4), p.35-47
Hauptverfasser:	Posselt, Thorsten, Gerstner, Eitan
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer satisfaction Customer services Electronic commerce Marketing management Retailing industry Statistical analysis Studies
Online-Zugang:	Volltext
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