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Measuring customer satisfaction on the Internet

Author

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  • Walczuch, R.M.

    (Accounting & Information Management)

  • Hofmaier, K.

    (Externe publicaties SBE)

Abstract

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Suggested Citation

  • Walczuch, R.M. & Hofmaier, K., 2000. "Measuring customer satisfaction on the Internet," Research Memorandum 051, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    • Handle: RePEc:unm:umamet:2000051
    DOI: 10.26481/umamet.2000051
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    References listed on IDEAS

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    1. Kiesler, Sara & Sproull, Lee, 1992. "Group decision making and communication technology," Organizational Behavior and Human Decision Processes, Elsevier, vol. 52(1), pages 96-123, June.
    2. Alan R. Dennis & Joseph S. Valacich & Terry Connolly & Bayard E. Wynne, 1996. "Process Structuring in Electronic Brainstorming," Information Systems Research, INFORMS, vol. 7(2), pages 268-277, June.
    3. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    4. R. Coomber, 1997. "Using the Internet for Survey Research," Sociological Research Online, , vol. 2(2), pages 49-58, June.
    5. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    6. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
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