Concepedia

Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style

Willemijn van Dolen, Pratibha A. Dabholkar, Ko de Ruyter

Journal of Retailing · 2007 · 234 citations · 67 references

Concepts

Social SciencesCommunicationManagement Information SystemsCommunication TheoryInterpersonal CommunicationSmall Group CommunicationCustomer SatisfactionGroup CommunicationVirtual TeamsBusiness Communication StyleCommunication QualityCommunication Technology UseGroup ChatsGroup MessagingInterpersonal Communication OnlineUser Satisfaction MeasurementVirtual Group Communication

References

67

A Theory of Social Comparison Processes

Léon Festinger · Human Relations · 1954 · 20.3K citations

Social Sciences, Psychology, Social Psychology +12

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14

The Duality of Technology: Rethinking the Concept of Technology in Organizations

Wanda J. Orlikowski · Organization Science · 1992 · 4.8K citations · Full text

Management, Information Systems, Information Technology +10

The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships

Ellen Garbarino, Mark S. Johnson · Journal of Marketing · 1999 · 4.1K citations

Business, Marketing, Marketing Management +16

Relationship Quality in Services Selling: An Interpersonal Influence Perspective

Lawrence A. Crosby, Kenneth R. Evans, Deborah Cowles · Journal of Marketing · 1990 · 4K citations

Business, Marketing, Marketing Management +11