Antecedents and consequences of online customer satisfaction: A holistic process perspective

Pham, TSH and Ahammad, MF orcid.org/0000-0003-0271-2223 (2017) Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124. pp. 332-342. ISSN 0040-1625

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Copyright, Publisher and Additional Information: (c) 2017, Elsevier Ltd. All rights reserved. This is an author produced version of a paper published in Technological Forecasting and Social Change . Uploaded in accordance with the publisher's self-archiving policy.
Keywords: Online shopping behaviours; Consumer satisfaction; Online shopping process; Website appearance; Customisation; Ease of use; Security assurance; Order fulfilment; Customer service; Repurchase intention; Words of mouth and willingness to pay more
Dates:
  • Published: 9 November 2017
  • Accepted: 4 April 2017
  • Published (online): 18 April 2017
Institution: The University of Leeds
Academic Units: The University of Leeds > Faculty of Business (Leeds) > International Business Division (LUBS) (Leeds)
Depositing User: Symplectic Publications
Date Deposited: 10 Nov 2017 11:00
Last Modified: 18 Apr 2019 00:38
Status: Published
Publisher: Elsevier
Identification Number: https://doi.org/10.1016/j.techfore.2017.04.003

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