The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
Customer Satisfaction in Virtual Environments: A Study of Online Investing
Abstract
Many firms are moving to make virtual interfaces their primary, or even sole, points of customer contact. In this environment, some traditional service quality dimensions that determine customer satisfaction, such as the physical appearance of facilities, employees, and equipment, and employees' responsiveness and empathy are unobservable. In contrast, trust may play a central role here in enhancing customer satisfaction. We model trust as an endogenously formed entity that ultimately impacts customer satisfaction, and we elucidate the linkages between trust and other factors related to the performance of the online service provider and to the service environment. The model is validated using two samples—one comprising 225 online investors of a large online broker, and the other comprising 203 members of the American Association of Individual Investors (AAII). The findings suggest that perceived trustworthiness of an online broker is a significant antecedent to investors' satisfaction, and that perceived environmental security and perceived operational competence impact the formation of trust. The results have important managerial implications.
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Cites
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Cited by
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008) · Decision Support Systems · doi:10.1016/j.dss.2007.07.001 · Cited by 3,613
“Trust is considered essential in exchange relations because it is a key element of social capital [98] and is related to firm performance, satisfaction, competitive advantage, and other economic outcomes such as transaction cost [9,41,68] and search cost reductions [67].”
BackgroundGomber, P., Kauffman, R. J., Parker, C., & Weber, B. W. (2018) · Journal of Management Information Systems · doi:10.1080/07421222.2018.1440766 · Cited by 2,109
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009) · Information Systems Research · doi:10.1287/isre.1080.0188 · Cited by 990
At What Level (and in Whom) We Trust: Trust Across Multiple Organizational Levels
Fulmer, C. A., & Gelfand, M. J. (2012) · Journal of Management · doi:10.1177/0149206312439327 · Cited by 886
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?
Mithas, S., Krishnan, M. S., & Fornell, C. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.201 · Cited by 776
Metadata
- Authors
- Balasubramanian, S., Konana, P., & Menon, N. M.
- Venue
- Management Science
- Published
- 2003-07
- Volume
- 49
- Issue
- 7
- Pages
- 871-889
- ISSN
- 0025-1909 (ISSN-L)
- 1526-5501
- OpenAlex
- W2081594505
- Cited by
- 370
- References
- 13
- FWCI
- 21.74
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
