In:
Information Development, SAGE Publications, Vol. 34, No. 3 ( 2018-06), p. 242-260
Abstract:
This study considers sense of control and social presence as major design attributes and explores their influence on customers’ affective responses and cognitive evaluations of e-services. In an experimental study, we constructed a hypothetical news portal offering varying levels of user control and social presence. Statistical analyses of the data indicate that websites designed to provide a greater sense of control and social presence result in greater pleasure and arousal among users, more positive evaluations of e-service quality, and stronger revisit intentions for the e-service platform. A well-designed website interface with an appropriate social presence and customizable interface appears to create an optimal online environment for offering desirable service experiences and thereby retaining customers.
Type of Medium:
Online Resource
ISSN:
0266-6669
,
1741-6469
DOI:
10.1177/0266666916686820
Language:
English
Publisher:
SAGE Publications
Publication Date:
2018
detail.hit.zdb_id:
89692-5
detail.hit.zdb_id:
2025059-9
SSG:
24,1
Permalink
