IDEAS home Printed from https://ideas.repec.org/a/ids/ijemre/v8y2017i4p316-330.html
   My bibliography  Save this article

Moderating role of product type in the relationship between e-retailer service attributes and customer satisfaction

Author

Listed:
  • Yanfen You
  • Amit Bhatnagar
  • Sanjoy Ghose

Abstract

This paper examines how product type (i.e., utilitarian vs. hedonic) moderates the relationship between e-retailer service attributes (i.e., customer support and product met expectations) and customer satisfaction. Using hierarchical linear regression analysis, this paper finds that customer support exerts a stronger impact on customer overall satisfaction for utilitarian goods than for hedonic goods. In contrast, product met expectations exerts a greater impact on customer overall satisfaction for hedonic goods than for utilitarian goods. Managerially, it is of strategic importance for e-retailers to account for their product types when allocating resources to service attributes. Theoretically, this is the first study to explore the moderating role of product type (i.e., utilitarian vs. hedonic) in the relationships between e-retailer service attributes and customer overall satisfaction.

Suggested Citation

  • Yanfen You & Amit Bhatnagar & Sanjoy Ghose, 2017. "Moderating role of product type in the relationship between e-retailer service attributes and customer satisfaction," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 8(4), pages 316-330.
    • Handle: RePEc:ids:ijemre:v:8:y:2017:i:4:p:316-330
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=87714
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    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:ids:ijemre:v:8:y:2017:i:4:p:316-330. 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=43 .

    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.