Cognitive appraisal of incident handling, affects, and post-adoption behaviors: A test of affective events theory

Margaret Meiling Luo and Sopeha Chea

International Journal of Information Management, 2018, vol. 40, issue C, 120-131

Abstract: Understanding the psychology of e-consumers provides information on why some Web sites succeed and others fail. One stream of online customer behavior research has focused on systems quality in determining systems success, whereas another stream of research has focused on the effects of online incidents, including online waiting interruptions and service failures, on consumer behaviors. This study attempts to bridge the two streams of research and to explain e-service customer post-adoption behaviors in a unified model from the perspective of the Affective Events Theory (AET). Previous research examining this phenomenon has been guided by the Expectancy Confirmation Theory (ECT). The current study advances these theories to explain customer retention behaviors using the Affective Events Theory. With the AET, the current study proposes that e-service customer behaviors are determined by three major constructs: perceived site quality, affective reactions, and cognitive appraisal of incident-handling. Three surveys were conducted and the findings support the proposed model, positing that e-service customer retention behaviors are determined by perceived site quality and cognitive appraisal of incidents-handling. Post-adoption behaviors investigated in the study include continuance intention, complaint intention (negative word-of-mouth), and recommendation intention (positive word-of-mouth). Practical implications are also suggested.

Keywords: Affective events theory; Word-of-mouth; Complaint; Cognitive appraisal; Continuance intention; Post-adoption behaviors (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401217304322
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:40:y:2018:i:c:p:120-131

DOI: 10.1016/j.ijinfomgt.2018.01.014

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().