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dc.contributor.authorDimitriadis, Sergiosen
dc.contributor.authorTsimonis, Georgiosen
dc.date.accessioned2017-03-29T09:41:00Z
dc.date.available2017-03-29T09:41:00Z
dc.date.issued2009
dc.identifier.citationDimitriadis, S. and Tsimonis. G. (2009) Exploring the relative importance of customers’ perceived relationship benefits and costs in the context of an e-service. 2nd Biennial International Conference on Services Marketing, Thessaloniki, Greece.en
dc.identifier.urihttp://hdl.handle.net/2086/13934
dc.description.abstractThis paper explores the customers’ expectations and perceptions of relational benefits and costs, in the context of a non-merchant informational e-service. It further tests the effect of perceived relational benefits and costs on customers’ overall evaluation of the service. Quantitative data were collected with the use of an e-questionnaire from 444 users of the service. Results indicate that all three types of benefits, functional, special treatment and social, have a significant impact on overall evaluation. Regarding costs, only privacy concerns showed a significant but low effect. This work contributes to existing literature by empirically studying relational benefits and relational costs together and examining social benefits in an e-context.en
dc.language.isoen_USen
dc.subjectRelational benefitsen
dc.subjectRelational costsen
dc.subjectE-CRMen
dc.subjectInterneten
dc.titleExploring the relative importance of customers’ perceived relationship benefits and costs in the context of an e-serviceen
dc.typeConferenceen
dc.funderN/Aen
dc.projectidN/Aen
dc.cclicenceCC-BY-NC-SAen


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