A good deal online: The Impacts of acquisition and transaction value on E-satisfaction and E-loyalty

Anne-Françoise Audrain-Pontevia, Gilles N’goala and Ingrid Poncin
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Anne-Françoise Audrain-Pontevia: UQAM - Université du Québec à Montréal = University of Québec in Montréal
Gilles N’goala: MRM - Montpellier Research in Management - UPVD - Université de Perpignan Via Domitia - UM - Université de Montpellier
Ingrid Poncin: UMONS - Université de Mons / University of Mons

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Abstract: Purpose – The purpose of this paper is to propose a comprehensive framework for service appropriation, specifying the different facets of the phenomenon. Design/methodology/approach – A literature review summarizes views of the appropriation concept from various disciplines (human and social sciences, information systems, marketing), reinforced by an exploratory study in the health sector. Findings – Six underlying dimensions of service appropriation emerge: service knowledge; service consciousness; self-adaptation to service; service control; service creation; and psychological ownership of the service. Research limitations/implications – This paper is mainly conceptual and requires empirical testing in other domains to confirm the applicability of the proposed framework. Practical implications – This study offers insights into how service providers and managers should design services and integrate customers in the service coproduction process. Originality/value – The complementary view of appropriation in the context of services defines it as a cognitive, measurable state. The outcome of this approach is an original, integrative framework applied to services, not just spaces or immersive experiences.

Date: 2013-09
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Citations: View citations in EconPapers (1)

Published in Journal of retailing and consumer services, 2013, 20 (5), pp.445-452. ⟨10.1016/j.jretconser.2013.04.002⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04533116

DOI: 10.1016/j.jretconser.2013.04.002

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