IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-04533116.html
   My bibliography  Save this paper

A good deal online: The Impacts of acquisition and transaction value on E-satisfaction and E-loyalty

Author

Listed:
  • Anne-Françoise Audrain-Pontevia

    (UQAM - Université du Québec à Montréal = University of Québec in Montréal)

  • Gilles N’goala

    (MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier)

  • Ingrid Poncin

    (UMONS - Université de Mons / University of Mons)

Abstract

Purpose – The purpose of this paper is to propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon. Design/methodology/approach – A literature review summarizes views of the appropriation concept from various disciplines (human and social sciences, information systems, marketing), reinforced by an exploratory study in the health sector. Findings – Six underlying dimensions of service appropriation emerge: service knowledge; service consciousness; self-adaptation to service; service control; service creation; and psychological ownership of the service. Research limitations/implications – This paper is mainly conceptual and requires empirical testing in other domains to confirm the applicability of the proposed framework. Practical implications – This study offers insights into how service providers and managers should design services and integrate customers in the service coproduction process. Originality/value – The complementary view of appropriation in the context of services defines it as a cognitive, measurable state. The outcome of this approach is an original, integrative framework applied to services, not just spaces or immersive experiences.

Suggested Citation

  • Anne-Françoise Audrain-Pontevia & Gilles N’goala & Ingrid Poncin, 2013. "A good deal online: The Impacts of acquisition and transaction value on E-satisfaction and E-loyalty," Post-Print hal-04533116, HAL.
    • Handle: RePEc:hal:journl:hal-04533116
    DOI: 10.1016/j.jretconser.2013.04.002
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    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:hal:journl:hal-04533116. 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: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    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.