Customer Satisfaction with Electronic Service Encounters

Nelson Massad, Kevin Crowston, Robert Heckman

Research output: Contribution to conferencePaperpeer-review


Customer relationship management has become an integral component for online service providers such online book retailers, online stock brokers, online bankers, and so forth. This paper investigated the aspects of individual online transactions (i.e., electronic service encounters) that are most likely to satisfy customers, thereby increasing the likelihood of building and maintaining relationships with customers. For this study, 513 respondents reported behaviors, perceptions, beliefs, events, features, characteristics, attributes, situations, and so forth that expressed respondents' perceptions of satisfaction or dissatisfaction with electronic service encounters. Content analysis of these customer-reported incidents with online service providers yielded 3 meta-categories, 6 categories, and 33 sub-categories. The taxonomy developed in this study therefore offered an insight into the specific events that contributed to the satisfaction or dissatisfaction of customers when they engaged in transactions with online service providers.

Original languageEnglish (US)
Number of pages11
StatePublished - 2004
Event10th Americas Conference on Information Systems, AMCIS 2004 - New York, United States
Duration: Aug 6 2004Aug 8 2004


Conference10th Americas Conference on Information Systems, AMCIS 2004
Country/TerritoryUnited States
CityNew York


  • customer satisfaction
  • electronic customer relationship management
  • electronic service encounter

ASJC Scopus subject areas

  • Library and Information Sciences
  • Information Systems
  • Computer Science Applications
  • Computer Networks and Communications


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