Inter-Satisfaction between Website and Automated Call Distribution (ACD) Systems

References

• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. doi:10.1037/0033-2909.103.3.411
   Web of Science ®Google Scholar
• Antón, C., Camarero, C., & Carrero, M. (2007). The mediating effect of satisfaction on consumers’ switching intention. Psychology & Marketing, 24(6), 511–538. doi:10.1002/mar.20171
   Web of Science ®Google Scholar
• Bansal, H. S., & Taylor, S. F. (1999). The service provider switching model (SPSM): A model of consumer switching behavior in the services industry. Journal of Service Research, 2(2), 200–218. doi:10.1177/109467059922007
   Google Scholar
• Bearden, W. O., Malhotra, M. K., & Uscátegui, K. H. (1998). Customer contact and the evaluation of service experiences: Propositions and implications for the design of services. Psychology & Marketing, 15(8), 793–809. doi:10.1002/(SICI)1520-6793(199812)15:8<793::AID-MAR5>3.0.CO;2-0
   Web of Science ®Google Scholar
• Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1), 21–28. doi:10.2307/3151408
   Web of Science ®Google Scholar
• Beerli, A., Martín, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253–275. doi:10.1108/03090560410511221
   Google Scholar
• Bharati, P., & Chaudhury, A. (2004). An empirical investigation of decision-making satisfaction in web-based decision support systems. Decision Support Systems, 37(2), 187–197. doi:10.1016/S0167-9236(03)00006-X
   Web of Science ®Google Scholar
• Bloemer, J. M., & Kasper, H. D. P. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economic Psychology, 16, 311–329. doi:10.1016/0167-4870(95)00007-B
   Web of Science ®Google Scholar
• Boshoff, C. (1999). Recovsat: An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236–249. doi:10.1177/109467059913005
   Google Scholar
• Bradshaw, D., & Brash, C. (2001). Managing customer relationships in the e-business world: How to personalise computer relationships for increased profitability. International Journal of Retail and Distribution Management, 29(12), 520–530. doi:10.1108/09590550110696969
   Google Scholar
• Buhalis, D. (2004). eAirlines: Strategic and tactical use of ICTs in the airline industry. Information & Management, 41(7), 805–825. doi:10.1016/j.im.2003.08.015
   Web of Science ®Google Scholar
• Burgers, A., Ruyter, K. D., Keen, C., & Streukens, S. (2000). Customer expectation dimensions of voice-to-voice service encounters: A scale-development study. International Journal of Service Industry Management, 11(2), 142–161. doi:10.1108/09564230010323642
   Google Scholar
• Byrne, B. M. (2001). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum Associations.
   Google Scholar
• Byrne, B. M. (2004). Testing for multigroup invariance using AMOS graphics: A road less traveled. Structural Equation Modeling: A Multidisciplinary Journal, 11(2), 272–300. doi:10.1207/s15328007sem1102_8
   Web of Science ®Google Scholar
• Chiu, C., Chiu, C., & Chang, H. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and web-based learning continuance intention. Information Systems Journal, 17(3), 271–287. doi:10.1111/j.1365-2575.2007.00238.x
   Web of Science ®Google Scholar
• DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95. doi:10.1287/isre.3.1.60
   Web of Science ®Google Scholar
• DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30.
   Web of Science ®Google Scholar
• Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: Validating e-commerce metrics. Information Systems Research, 13(3), 316–333. doi:10.1287/isre.13.3.316.77
   Web of Science ®Google Scholar
• Doll, W. J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18(4), 453–461. doi:10.2307/249524
   Web of Science ®Google Scholar
• Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35–51. doi:10.2307/1251829
   Web of Science ®Google Scholar
• Feinberg, R. A., Kim, I., Hokama, L., Ruyter, K. D., & Keen, C. (2000). Operational determinants of caller satisfaction in the call center. International Journal of Service Industry Management, 11(2), 131–141. doi:10.1108/09564230010323633
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. doi:10.2307/3151312
   Web of Science ®Google Scholar
• Garver, M. S., & Mentzer, J. T. (1999). Logistics research methods: Employing structural equation modeling to test for construct validity. Journal of Business Logistics, 20(1), 33–57.
   Google Scholar
• Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207–228. doi:10.1016/j.jsis.2010.05.001
   Web of Science ®Google Scholar
• Grigoroudis, E., & Litos, C., Moustakis V. A., Politis Y., Tsironis L. (2008). The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach. European Journal of Operational Research, 187(3), 1346–1357. doi:10.1016/j.ejor.2006.09.017
   Web of Science ®Google Scholar
• Hair Jr, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• Halawi, L. A., McCarthy, R. V., & Aronson, J. E. (2007–2008). An empirical investigation of knowledge management systems’ success. The Journal of Computer Information Systems, 48(2), 121–135.
   Web of Science ®Google Scholar
• Hyun, M. Y., & O’Keefe, R. M. (2012). Virtual destination image: Testing a telepresence model. Journal of Business Research, 65(1), 29–35. doi:10.1016/j.jbusres.2011.07.011
   Web of Science ®Google Scholar
• Ives, B., Olson, M. H., & Baroudi, J. J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785–793. doi:10.1145/358413.358430
   Web of Science ®Google Scholar
• Jeju Tourism Organization. 2008. The analysis of the trend of tourism market in Jeju. Retrieved from www.ijto.or.kr
   Google Scholar
• Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2), 150–174. doi:10.1108/03090560510572061
   Web of Science ®Google Scholar
• Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82. doi:10.2307/1252074
   Web of Science ®Google Scholar
• Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5–6), 737–766. doi:10.1111/j.1540-5915.1994.tb01868.x
   Web of Science ®Google Scholar
• Kim, Y., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235–243. doi:10.1016/j.tourman.2009.12.008
   Web of Science ®Google Scholar
• Kuan, H., & Bock, G. (2007). Trust transference in brick and click retailers: An investigation of the before-online-visit-phase. Information & Management, 44(2), 175–187. doi:10.1016/j.im.2006.12.002
   Web of Science ®Google Scholar
• Kuan, H., Bock, G., & Vathanophas, V. (2008). Comparing the effects of website quality on customer initial purchase and continued purchase at e-commerce websites. Behaviour & Information Technology, 27(1), 3–16. doi:10.1080/01449290600801959
   Google Scholar
• Kulkarni, U. R., Ravindran, S., & Freeze, R. (2007–2007). A knowledge management success model: Theoretical development and empirical validation. Journal of Management Information Systems, 23(3), 309–347. doi:10.2753/MIS0742-1222230311
   Web of Science ®Google Scholar
• Kuo, Y., Wu, C., & Deng, W. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. doi:10.1016/j.chb.2009.03.003
   Web of Science ®Google Scholar
• Lee, H., Kim, J., & Kim, J. (2007). Determinants of success for application service provider: An empirical test in small businesses. International Journal of Human-Computer Studies, 65(9), 796–815. doi:10.1016/j.ijhcs.2007.04.004
   Web of Science ®Google Scholar
• Lee, K., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with Computers, 21(5–6), 385–392. doi:10.1016/j.intcom.2009.06.004
   Web of Science ®Google Scholar
• Martín, S. S., Camarero, C., & San José, R. (2011). Does involvement matter in online shopping satisfaction and trust? Psychology & Marketing, 28(2), 145–167. doi:10.1002/mar.20384
   Web of Science ®Google Scholar
• McKinney, V., Yoon, K., & Zahedi, F. (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296–315. doi:10.1287/isre.13.3.296.76
   Web of Science ®Google Scholar
• Neal, W. D. (1999). Satisfaction is nice, but value drives loyalty. Marketing Research, 11(Spring), 21–23.
   Google Scholar
• Nelson, R. R., Todd, P. A., & Wixom, B. H. (2005). Antecedents of information and system quality: An empirical examination within the context of data warehousing. Journal of Management Information Systems, 21(4), 199–235.
   Web of Science ®Google Scholar
• Neslin, S. A., & Shankar, V. (2009). Key issues in multichannel customer management: Current knowledge and future directions. Journal of Interactive Marketing, 23(1), 70–81. doi:10.1016/j.intmar.2008.10.005
   Web of Science ®Google Scholar
• Nowlis, S. M., & Simonson, I. (2000). Sales promotions and the choice context as competing influences on consumer decision making. Journal of Consumer Psychology, 9(1), 1–16. doi:10.1207/s15327663jcp0901_1
   Web of Science ®Google Scholar
• Odin, Y., Odin, N., & Valette-Florence, P. (2001). Conceptual and operational aspects of brand loyalty: An empirical investigation. Journal of Business Research, 53(2), 75–84. doi:10.1016/S0148-2963(99)00076-4
   Web of Science ®Google Scholar
• Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
   Web of Science ®Google Scholar
• Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151–167. doi:10.1287/isre.13.2.151.88
   Web of Science ®Google Scholar
• Pan, S. L., & Lee, J. (2003). Using e-CRM for a unified view of the customer. Communications of the ACM, 46(4), 95–99. doi:10.1145/641205.641212
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. doi:10.2307/1251430
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
   Web of Science ®Google Scholar
• Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236–263. doi:10.1057/ejis.2008.15
   Web of Science ®Google Scholar
• Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187. doi:10.2307/249687
   Web of Science ®Google Scholar
• Rafiq, M., & Fulford, H. (2005). Loyalty transfer from offline to online stores in the UK grocery industry. International Journal of Retail & Distribution Management, 33(6), 444–460. doi:10.1108/09590550510600861
   Google Scholar
• Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13(1), 50–69. doi:10.1287/isre.13.1.50.96
   Web of Science ®Google Scholar
• Rao, L., & Osei-Bryson, K. (2007). Towards defining dimensions of knowledge systems quality. Expert Systems with Applications, 33(2), 368–378. doi:10.1016/j.eswa.2006.05.003
   Web of Science ®Google Scholar
• Reinartz, W., Krafft, M., & Hoyer, W. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(3), 293–305. doi:10.1509/jmkr.41.3.293.35991
   Web of Science ®Google Scholar
• Reisinger, Y., & Turner, L. (1999). Structural equation modelling with LISREL: Application to tourism. Tourism Management, 20(1), 71–88.
   Web of Science ®Google Scholar
• Richardson, H. J., & Howcroft, D. (2006). The contradictions of CRM - A critical lens on call centres. Information and Organization, 16(2), 143–168. doi:10.1016/j.infoandorg.2005.10.002
   Google Scholar
• Sánchez-Franco, M. J., & Roldán, J. L. (2005). Web acceptance and usage model: A comparison between goal-directed and experiential web users. Internet Research, 15(1), 21–48. doi:10.1108/10662240510577059
   Web of Science ®Google Scholar
• Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. doi:10.1016/S0167-8116(03)00016-8
   Web of Science ®Google Scholar
• Shin, D., & Kim, W. (2008). Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability. Technological Forecasting & Social Change, 75(6), 854–874. doi:10.1016/j.techfore.2007.05.001
   Web of Science ®Google Scholar
• Singh, J. (1995). Measurement issues in cross national research. Journal of International Business Studies, 26(3), 597–619. doi:10.1057/palgrave.jibs.8490188
   Web of Science ®Google Scholar
• Srivastava, R. K., Shervani, T. A., & Fahey, L. (1999). Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing. Journal of Marketing, 63(October), 168–180. doi:10.2307/1252110
   Web of Science ®Google Scholar
• Stewart, K. J. (2003). Trust transfer on the World Wide Web. Organization Science, 14(1), 5–17. doi:10.1287/orsc.14.1.5.12810
   Web of Science ®Google Scholar
• Wang, Y., & Liao, Y. (2007). The conceptualization and measurement of m-commerce user satisfaction. Computers in Human Behavior, 23(1), 381–398. doi:10.1016/j.chb.2004.10.017
   Web of Science ®Google Scholar
• Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85–102. doi:10.1287/isre.1050.0042
   Web of Science ®Google Scholar
• Wu, J., & Wang, Y. (2006). Measuring KMS success: A respecification of the DeLone and McLean’s model. Information & Management, 43(6), 728–739. doi:10.1016/j.im.2006.05.002
   Web of Science ®Google Scholar