IDEAS home Printed from https://ideas.repec.org/a/inm/orserv/v3y2011i2p182-193.html
   My bibliography  Save this article

Clues, Flow Channels, and Cognitive States: An Exploratory Study of Customer Experiences with e-Brokerage Services

Author

Listed:
  • David Xin Ding

    (Department of Information and Logistics Technology, University of Houston, Houston, TX, 77204)

Abstract

The service literature is replete with claims on the importance of experience design to operational efficiency and customer loyalty, yet it is unclear when, where, and how flow experience is formulated in service systems. Drawing upon relevant research in flow theory and consumer behavior, this study empirically tests a proposed framework and relevant hypotheses with the survey responses collected from 707 online investors. In support of the model and most of the hypotheses it suggests, the empirical results suggest the important antecedents and consequence of flow channel in e-brokerage services and confirms the viability of the extended dual-layer experience construct to investigate customer experiences. The findings indicate that service designers should closely examine the intended service offerings and customize corresponding service/product features to maximize customers' flow experience. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Suggested Citation

  • David Xin Ding, 2011. "Clues, Flow Channels, and Cognitive States: An Exploratory Study of Customer Experiences with e-Brokerage Services," Service Science, INFORMS, vol. 3(2), pages 182-193, June.
    • Handle: RePEc:inm:orserv:v:3:y:2011:i:2:p:182-193
    DOI: 10.1287/serv.3.2.182
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/serv.3.2.182
    Download Restriction: no
    File URL: https://libkey.io/10.1287/serv.3.2.182?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orserv:v:3:y:2011:i:2:p:182-193. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.