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The role of product involvement in e-service evaluations

Author

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  • Paul Wang
  • Siegfried Gudergan
  • Ian Lings

Abstract

This paper provides conceptual and empirical insights into consumers' evaluations of online services and their consequent behavioural intentions. We show that behavioural intentions in online contexts are driven primarily by two factors, namely online service satisfaction and perceived service quality. Perceived sacrifice and service quality are found to have an indirect effect on online service satisfaction through their influences on perceived value associated with the online service. In addition, we examine the moderating effects of product involvement and discuss the implications of our research findings.

Suggested Citation

  • Paul Wang & Siegfried Gudergan & Ian Lings, 2008. "The role of product involvement in e-service evaluations," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 2(1), pages 59-79.
    • Handle: RePEc:ids:ijemre:v:2:y:2008:i:1:p:59-79
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    Cited by:

    1. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.

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