Encounter Satisfaction in E-tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction?

Nelson Massad

Xenophon Koufteros Cornelia Dröge Gregory R. Heim Nelson Massad Shawnee K. Vickery Encounter Satisfaction in E-tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction? 5-48 2014 45 Decis. Sci. 1 https://doi.org/10.1111/deci.12056 db/journals/dsj/dsj45.html#KoufterosDHMV14

Nelson Massad John C. Beachboard Service Failure and Recovery in Electronic Retailing: An Investigation of Product-Oriented and Service-Oriented Transactions. 1-15 2009 22 Inf. Resour. Manag. J. 3 https://doi.org/10.4018/irmj.2009070101 db/journals/irmj/irmj22.html#MassadB09

Nelson Massad John C. Beachboard A Taxonomy of Service Failures in Electronic Retailing. 285 2008 conf/hicss/2008 HICSS https://doi.org/10.1109/HICSS.2008.40 https://doi.ieeecomputersociety.org/10.1109/HICSS.2008.40 db/conf/hicss/hicss2008.html#MassadB08

Nelson Massad Robert Heckman Kevin Crowston Customer Satisfaction with Electronic Service Encounters. 73-104 2006 10 Int. J. Electron. Commer. 4 https://doi.org/10.2753/JEC1086-4415100403 https://www.wikidata.org/entity/Q56742467 db/journals/ijecommerce/ijecommerce10.html#MassadHC06

John C. Beachboard Alma Cole Mike Mellor Steven Hernandez Kregg Aytes Nelson Massad A tentative proposal: improving information assurance risk analysis models for small- and medium-sized enterprises through adoption of an open development model. 194-196 2006 InfoSecCD https://doi.org/10.1145/1231047.1231073 conf/infoseccd/2006 db/conf/infoseccd/infoseccd2006.html#BeachboardCMHAM06 Nelson Massad Robert Heckman Kevin Crowston Customer Satisfaction with Electronic Service Encounters. 485 2004 AMCIS http://aisel.aisnet.org/amcis2004/485 conf/amcis/2004 db/conf/amcis/amcis2004.html#MassadHC04 Ping Zhang 0002 Nelson Massad The Impact of Animation on Visual Search Tasks in a Web Environment: A Multi-Year Study. 292 2003 AMCIS http://aisel.aisnet.org/amcis2003/292 conf/amcis/2003 db/conf/amcis/amcis2003.html#ZhangM03 Kevin Crowston Nelson Massad Using the Service Encounter Model to Enhance Our Understanding of Business-To-Consumer Transactions in an eEnvironment. 67 2003 Bled eConference http://aisel.aisnet.org/bled2003/67 conf/bled/2003 db/conf/bled/bled2003.html#CrowstonM03 Kregg Aytes John C. Beachboard Alma Cole Kevin Crowston Cornelia Dröge Robert Heckman Gregory R. Heim Steven Hernandez Xenophon Koufteros Mike Mellor Shawnee K. Vickery Ping Zhang 0002