The role of employee effort in satisfaction with service transactions

Article Abstract:

A study on the relationship between employee effort and customer satisfaction showed that customer satisfaction increased with perceived effort during service encounters, regardless of the outcome of the situation. The customers' perceived success of the outcome influences their judgment and increases their satisfaction. However, moderate and unambigouos outcomes may decrease perceived customer satisfaction and create a negative influence on customer judgment.

Social aspects, Marketing, Customer satisfaction

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Interfirm alliances in online retailing

Article Abstract:

The factors that contribute to the successful continuation of an alliance relationship are examined and the way in which the satisfaction with performance and resource dependency in the presence of market and technological turbulence affects alliance outcomes is investigated. The data collected from alliance partners in the online retailing industry are used to test the propositions.

United States, Science & research, Alliances, partnerships, Research, Electronic commerce, E-commerce, Alliances and partnerships

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The influence of technology anxiety on consumer use and experiences with self-service technologies

Article Abstract:

The effects of anxiety upon consumer use of self-service technologies in the retail sector are discussed.

Psychological aspects, Technology and civilization, Technology and society, Self-service, Self service

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