Ciência-IUL
Publicações
Descrição Detalhada da Publicação
Título Revista
Electronic Commerce Research
Ano (publicação definitiva)
N/A
Língua
Inglês
País
Países Baixos (Holanda)
Mais Informação
Web of Science®
Scopus
Google Scholar
Abstract/Resumo
Pet food subscription-based online services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS customer satisfaction and its effect on continuance intention, positively moderated by price. 28,786 online reviews from 10 pet food SOS brands were collected from Trustpilot to generate a term-frequency matrix through text mining techniques and used as an input to construct a structural equation model. Results suggest that e-service quality (E-SQ), perceived healthfulness, ingredients and nutritional composition, and packaging positively influence customer satisfaction, subsequently predicting continuance intention. In turn, price was not confirmed as a positive moderating factor in the relationship between customer satisfaction and continuance intention.
Agradecimentos/Acknowledgements
--
Palavras-chave
Pet Food,Subscription-based online services,E-service quality,Customer satisfaction,Continuance intention
Classificação Fields of Science and Technology
- Economia e Gestão - Ciências Sociais