Skip to main content

Advertisement

SpringerLink
Log in

A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives

  • Published:
Information Systems Frontiers Aims and scope Submit manuscript

Abstract

Researchers have not specifically considered the determinants of satisfaction and repurchase intention with regard to virtual products. Using the expectancy disconfirmation model and symbolic consumption theory, this study presents and empirically examines a model of customer satisfaction and repurchase intention in this context. Using structural equation modeling to analyze the data collected from 477 consumers of virtual products, this study validates the influence of perceived customization and perceived sociability on customer satisfaction and repurchase intention with regard to virtual products. Additionally, this study statistically confirms the important mediating roles of outcome expectations and perceived quality in the indirect effects of perceived customization and perceived sociability on customer satisfaction. This study also verifies that customer satisfaction is a critical mediator of the indirect influence of the other four constructs in the proposed model on the consumers’ repurchase intention with regard to virtual products.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3

Similar content being viewed by others

References

  • Anderson, J., & Gerbing, J. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423.

    Google Scholar 

  • Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125–143.

    Google Scholar 

  • Anderson, E. W., Fornell, C., & Rust, R. (1997). Customer satisfaction, productivity, and profitability: differences between goods and services. Marketing Science, 16(1), 129–145.

    Google Scholar 

  • Animesh, A., Pinsonneault, A., Yang, S. B., & Oh, W. (2011). An odyssey into virtual worlds: exploring the impacts of technological and spatial environments on intention to purchase virtual products. MIS Quarterly, 35(3), 789–810.

    Google Scholar 

  • Ansari, A., & Mela, C. F. (2003). E-customization. Journal of Marketing Research, 40(2), 131–145.

    Google Scholar 

  • Au, N., Ngai, E. W. T., & Cheng, T. C. E. (2008). Extending the understanding of end user information systems satisfaction formation: an equitable needs fulfillment model approach. MIS Quarterly, 32(1), 43–66.

    Google Scholar 

  • Bagozzi, R. P. (1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178–204.

    Google Scholar 

  • Bagozzi, R. P., & Dholakia, U. M. (2002). Intentional social action in virtual communities. Journal of Interactive Marketing, 16(2), 2–21.

    Google Scholar 

  • Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94.

    Google Scholar 

  • Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182.

    Google Scholar 

  • Belk, R. W. (1988). Possessions and the extended self. Journal of Consumer Research, 15(2), 139–168.

    Google Scholar 

  • Bitner, M. J., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138–149.

    Google Scholar 

  • Blau, P. M. (1964). Exchange and power in social life. New York, NY: John Wiley and Sons.

  • Boellstorff, T. (2008). Coming of age in second life: An anthropologist explores the virtually human. Princeton: Princeton University Press.

    Google Scholar 

  • Burgoon, J. K., Coker, D. A., & Coker, R. A. (1986). Communicative effects of gaze behavior: a test of two contrasting explanations. Human Communication Research, 12(4), 495–524.

    Google Scholar 

  • Buttle, F. A. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30, 8–32.

    Google Scholar 

  • Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244–249.

    Google Scholar 

  • Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33–55.

    Google Scholar 

  • Cassel, C., & Eklof, J. A. (2001). Modelling customer satisfaction and loyalty on aggregate levels: experience from the ECSI pilot study. Total Quality Management, 12(7&8), 834–841.

    Google Scholar 

  • Castronova, E. (2005). Synthetic worlds: The business and culture of online games. Chicago: The University of Chicago Press.

    Google Scholar 

  • Chang, H. H., & Wang, I. C. (2008). An investigation of user communication behavior in computer mediated environments. Computers in Human Behavior, 24(5), 2336–2356.

    Google Scholar 

  • Chen-Yu, J. H., Hong, K. H., & Lee, Y. (2001). A comparison of determinants of consumer satisfaction/dissatisfaction with the performance of apparel products between South Korea and the United States. International Journal of Consumer Studies, 25(1), 62–71.

    Google Scholar 

  • Chiu, C. M., Hsu, M. H., Sun, S. Y., Lin, T. C., & Sun, P. C. (2005). Usability, quality, value and e-learning continuance decisions. Computers in Education, 45(4), 399–416.

    Google Scholar 

  • Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research, 18(3), 313–335.

    Google Scholar 

  • Churchill, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73.

    Google Scholar 

  • Churchill, G. A., Jr., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491–504.

    Google Scholar 

  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55–68.

    Google Scholar 

  • Davis, S. (1989). From “future perfect”: mass customization. Planning Review, 17(2), 16–21.

    Google Scholar 

  • Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2), 35–68.

    Google Scholar 

  • Elliott, R., & Leonard, C. (2004). Peer pressure and poverty: exploring fashion brands and consumption symbolism among children of the ‘British Poor’. Journal of Consumer Behaviour, 3(4), 347–359.

    Google Scholar 

  • Fairfield, J. A. T. (2005). Virtual property. Boston University Law Review, 85(4), 1047–1102.

    Google Scholar 

  • Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56(1), 6–21.

    Google Scholar 

  • Fornell, C. R., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

    Google Scholar 

  • Fornell, C. A., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.

    Google Scholar 

  • Gagnon, G. B., & Roh, Y. S. (2008). The impact of customization and reliability on customer satisfaction in the U.S. lodging industry. Journal of Quality Assurance in Hospitality and Tourism, 8(3), 60–78.

    Google Scholar 

  • Galanxhi, H., & Nah, F. F. H. (2007). Deception in cyberspace: a comparison of text-only vs. avatar-supported medium. International Journal of Human-Computer Studies, 65(9), 770–783.

    Google Scholar 

  • Gao, M., Liu, K., & Wu, Z. (2010). Personalisation in web computing and informatics: theories, techniques, applications, and future research. Information Systems Frontiers, 12(5), 607–629.

    Google Scholar 

  • Gefen, D., Straub, D. W., & Boudreau, M. (2000). Structural equation modeling and regression: guidelines for research practice. Communications of the Association for Information Systems, 4(Article 7), 1–77.

    Google Scholar 

  • George, D. (2004). Are unpreferred preferences weak in symbolic content? Review of Social Economy, 62(3), 365–377.

    Google Scholar 

  • Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249–269.

    Google Scholar 

  • Gilmore, J. H., & Pine, B. J. (1997). The four faces of mass customization. Harvard Business Review, 75(1), 91–101.

    Google Scholar 

  • Goel, L., Johnson, N. A., Junglas, I., & Ives, B. (2011). From space to place: predicting users’ intentions to return to virtual worlds. MIS Quarterly, 35(3), 749–771.

    Google Scholar 

  • Gorini, A., Mosso, J. L., Mosso, D., Pineda, E., Rulz, N. L., Ramiez, M., Morales, J. L., & Riva, G. (2009). Emotional response to virtual reality exposure across different cultures: the role of the attribution process. Cyberpsychology & Behavior, 12(6), 699–705.

    Google Scholar 

  • Gotlieb, J. B., Grewal, D., & Brown, S. W. (1994). Consumer satisfaction and perceived quality: complementary or divergent constructs? Journal of Applied Psychology, 79(6), 875–885.

    Google Scholar 

  • Grubb, E. L., & Grathwohl, H. L. (1967). Consumer self-concept, symbolism and marketing behavior: a theoretical approach. Journal of Marketing, 31(4), 22–27.

    Google Scholar 

  • Guo, Y., & Barnes, S. (2007). Why people buy virtual items in virtual worlds with real money? The DATA BASE for Advances in Information Systems, 38(4), 69–76.

    Google Scholar 

  • Guo, Y., & Barnes, S. (2009). Why do people buy virtual items in virtual worlds? An empirical test of a conceptual model. Proceedings of the 17th European Conference on Information Systems (ECIS2009), June 8–10, 2007, Verona, Italy.

  • Guo, Y., & Barnes, S. (2011). Purchase behavior in virtual worlds: an empirical investigation in Second Life. Information Management, 48(7), 303–312.

    Google Scholar 

  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7th ed.). Upper Saddle River: Pearson Education.

    Google Scholar 

  • Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: a general structural equation model. European Journal of Marketing, 37(11/12), 1762–1800.

    Google Scholar 

  • Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: emerging concepts, methods and propositions. Journal of Marketing, 46(3), 92–101.

    Google Scholar 

  • Hu, L., & Bentler, P. M. (1999). Covariance structure analysis: conventional criteria versus new alternatives. Structural Equations Modeling, 6(1), 1–55.

    Google Scholar 

  • Hui, K. L., & Chau, P. Y. K. (2002). Classifying digital products. Communications of the ACM, 45(6), 73–79.

    Google Scholar 

  • Johns, N., & Howard, A. (1998). Customer expectations versus perceptions of service performance in the foodservice industry. International Journal of Service Industry Management, 9(3), 248–265.

    Google Scholar 

  • Johnstone, M. L., & Conroy, D. M. (2005). Dressing for the thrill: an exploration of why women dress up to go shopping. Journal of Consumer Behaviour, 4(4), 234–245.

    Google Scholar 

  • Jordan, J., & Bolton, S. (2004). Peer-to-peer file-sharing: capturing value from digital products. European Business Journal, 16(3), 105–112.

    Google Scholar 

  • Kaiser, H. F., & Rice, J. (1974). Little Jiffy, Mark IV. Educational and Psychological Measurement, 34(1), 111–117.

    Google Scholar 

  • Kamel Boulos, M. N., Hetherington, L., & Wheeler, S. (2007). Second life: an overview of the potential of 3-D virtual worlds in medical and health education. Health Information and Libraries Journal, 24(4), 233–245.

    Google Scholar 

  • Kannan, V. R., & Tan, K. C. (2005). Just in time, total quality management, and supply chain management: understanding their linkages and impact on business performance. Omega, 33(2), 153–162.

    Google Scholar 

  • Kay, M. J. (1993). Making mass customization happen: lessons for implementation. Planning Review, 21(4), 14–18.

    Google Scholar 

  • Khalifa, M., & Liu, V. (2004). The state of research on information system satisfaction. The Journal of Information Technology Theory and Application, 5(4), 37–49.

    Google Scholar 

  • Kim, J. S., Kaye, J., & Wright, L. K. (2001). Moderating and mediating effects in causal models. Issues in Mental Health Nursing, 22(1), 63–75.

    Google Scholar 

  • Kim, H. W., Gupta, S., & Koh, J. (2011). Investigating the intention to purchase digital items in social networking communities: a customer value perspective. Information Management, 48(6), 228–234.

    Google Scholar 

  • Kim, H. W., Chan, H. C., & Kankanhalli, A. (2012). What motivates people to purchase digital items on virtual community websites? The desire for online self-presentation. Information Systems Research, in press, doi:10.1287/isre.1110.0411.

  • Kreijns, K., Kirschner, P. A., & Jochems, W. (2002). The sociability of computer-supported collaborative learning environments. Educational Technology and Society, 5(1), 8–22.

    Google Scholar 

  • Lambert, L. S., Edwards, J. R., & Cable, D. M. (2003). Breach and fulfillment of the psychological contract: a comparison of traditional and expanded views. Personnel Psychology, 56(4), 895–934.

    Google Scholar 

  • Lazarus, R. S. (1991). Emotion and adaptation. New York: Oxford University Press.

    Google Scholar 

  • Lee, Y., & Chen, A. N. K. (2011). Usability design and psychological ownership of a virtual world. Journal of Management Information Systems, 28(3), 269–307.

    Google Scholar 

  • Lee, K. C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified DeLone and McLean’s model perspective. Interacting with Computers, 21(5–6), 385–392.

    Google Scholar 

  • Lee, O., & Shin, M. (2004). Addictive consumption of avatars in cyberspace. Cyberpsychology & Behavior, 7(4), 417–420.

    Google Scholar 

  • Lee, M. S. W., Motion, J., & Conroy, D. (2009). Anti-consumption and brand avoidance. Journal of Business Research, 62(2), 169–180.

    Google Scholar 

  • Lehdonvirta, V. (2009). Virtual item sales as a revenue model: identifying attributes that drive purchase decisions. Electronic Commerce Research, 9(1/2), 97–113.

    Google Scholar 

  • Levy, S. J. (1959). Symbols for sale. Harvard Business Review, 37(4), 117–124.

    Google Scholar 

  • Lian, J. W., & Lin, T. M. (2008). Effects of consumer characteristics on their acceptance of online shopping: comparisons among different product types. Computers in Human Behavior, 24(1), 48–65.

    Google Scholar 

  • Liang, T. P., & Lai, H. J. (2002). Effect of store design on consumer purchases: an empirical study of on-line bookstores. Information Management, 39(6), 431–444.

    Google Scholar 

  • Lin, H. F. (2007). Predicting consumer intentions to shop online: an empirical test of competing theories. Electronic Commerce Research and Applications, 6(4), 433–442.

    Google Scholar 

  • Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information Management, 43(3), 271–282.

    Google Scholar 

  • Lloyd, J., Persaud, N. V., & Powell, T. E. (2009). Equivalence of real-world and virtual-reality route learning: a pilot study. Cyberpsychology & Behavior, 12(4), 423–427.

    Google Scholar 

  • Mahmood, M. A., Burn, J. M., Gemoets, L. A., & Jacquez, C. (2000). Variables affecting information technology end-user satisfaction: a meta-analysis of the empirical literature. International Journal of Human Computer Studies, 52(4), 751–771.

    Google Scholar 

  • Marcos, S., Gomez-Garcia-Bermejo, J., & Zalama, E. (2010). A realistic, virtual head for human-computer interaction. Interacting with Computers, 22(3), 176–192.

    Google Scholar 

  • Marsh, H. W., Hau, K. T., & Wen, Z. (2004). In search of golden rules: comment on hypothesis testing approaches to setting cutoff values for fit indexes and dangers in overgeneralizing Hu and Bentler’s Finding. Structural Equations Modeling, 11(3), 320–341.

    Google Scholar 

  • Martensen, A., Gronholdt, L., & Kristensen, K. (2000). The drivers of customer satisfaction and loyalty: cross-industry findings from Denmark. Total Quality Management, 11(4/5/6), 544–553.

    Google Scholar 

  • Martin, J. (2008). Consuming code: use-value, exchange-value, and the role of virtual goods in Second Life. Journal of Virtual Worlds Research, 1(2). http://jvwresearch.org/page/volume_1_number_2_consumer_behavior_in_virtual_worlds/. Accessed 11 November 2010.

  • McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement: examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting. Journal of Health Care Marketing, 14(3), 34–40.

    Google Scholar 

  • McKnight, D. H., Chudbury, V., & Kacmar, C. (2002). The impact of initial customer trust on intentions to transact with a web site: a trust building model. The Journal of Strategic Information Systems, 11(3), 297–323.

    Google Scholar 

  • Messinger, P. R., Ge, X., Stroulia, E., Lyons, K., Smirnov, K., & Bone, M. (2008). On the Relationship between My Avatar and Myself. Journal of Virtual Worlds Research, 1(2). http://jvwresearch.org/page/volume_1_number_2_consumer_behavior_in_virtual_worlds/. Accessed 11 November 2010.

  • Mulvenna, M. D., Anand, S. S., & Buchner, A. G. (2000). Personalization on the net using web mining. Communications of the ACM, 43(8), 122–125.

    Google Scholar 

  • Nunes, P. F., & Kambil, A. (2001). Personalization? No thanks. Harvard Business Review, 79(4), 32–34.

    Google Scholar 

  • Ojala, A., & Tyrvainen, P. (2008). Best practices in the Japanese software market. Global Business and Organizational Excellence, 27(2), 52–64.

    Google Scholar 

  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.

    Google Scholar 

  • Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430.

    Google Scholar 

  • Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.

    Google Scholar 

  • Ostrom, A., & Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(1), 17–28.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.

    Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for future research. Journal of Marketing, 58(1), 111–124.

    Google Scholar 

  • Peitz, M., & Waelbroeck, P. (2006). Piracy of digital products: a critical review of the theoretical literature. Information Economics and Policy, 18(4), 449–476.

    Google Scholar 

  • Perreault, W. D., Jr., McCarthy, E. J., & Perreault, W. D. (2004). Basic marketing: A global-managerial approach (15th ed.). Boston: McGraw-Hill.

    Google Scholar 

  • Piacentini, M., & Mailer, G. (2004). Symbolic consumption in teenagers’ clothing choices. Journal of Consumer Behaviour, 3(3), 251–262.

    Google Scholar 

  • Pine, B. J., Victor, B., & Boynton, A. C. (1993). Making mass customization work. Harvard Business Review, 71(5), 108–119.

    Google Scholar 

  • Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717–731.

    Google Scholar 

  • Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891.

    Google Scholar 

  • Preece, J. (2001). Sociability and usability in online communities: determining and measuring success. Behaviour and Information Technology, 20(5), 347–356.

    Google Scholar 

  • Premkumar, G., & Bhattacherjee, A. (2008). Explaining information technology usage: a test of competing models. Omega, 36(1), 64–75.

    Google Scholar 

  • Ramaswamy, V. (2008). Co-creating value through customers’ experiences: the Nike case. Strategy & Leadership, 36(5), 9–14.

    Google Scholar 

  • Ribbink, D., van Riel, A. C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446–456.

    Google Scholar 

  • Riva, G., Mantovani, F., Capideville, C. S., Preziosa, A., Morganti, F., Villani, D., Gaggioli, A., Botella, C., & Alcaniz, M. (2007). Affective interactions using virtual reality: the link between presence and emotions. Cyberpsychology & Behavior, 10(1), 45–56.

    Google Scholar 

  • Robertson, J., & Good, J. (2005). Story creation in virtual game worlds. Communications of the ACM, 48(1), 61–65.

    Google Scholar 

  • Saari, T., & Turpeninen, M. (2004). Towards psychological customization of information for individuals and social groups. In C. M. Karat, J. Blom, & J. Karat (Eds.), Personalization of user experiences in eCommerce (pp. 19–37). Norwell: Kluwer Academic Publishers.

    Google Scholar 

  • Salmon, G. (2009). The future for (second) life and learning. British Journal of Educational Technology, 40(3), 526–538.

    Google Scholar 

  • Schroeder, R. (2002). Social interaction in virtual environments: Key issues, common themes, and a framework for research. In R. Schroeder (Ed.), The social life of avatars: Presence and interaction in shared virtual environments (pp. 1–18). London: Springer.

    Google Scholar 

  • Sharp, C. E., & Rowe, M. (2006). Online games and e-business: architecture for integrating business models and services into online games. IBM Systems Journal, 45(1), 161–179.

    Google Scholar 

  • Shelton, A. K. (2010). Defining the lines between virtual and real world purchases: second life sells, but who’s buying? Computers in Human Behavior, 26(6), 1223–1227.

    Google Scholar 

  • Shen, C., & Williams, D. (2011). Unpacking time online: connecting internet and massively multiplayer online game user with psychological well-being. Communication Research, 38(1), 123–149.

    Google Scholar 

  • Shen, A. X. L., Cheung, C. M. K., Lee, M. K. O., & Chen, H. (2011). How social influence affects we-intention to use instant messaging: the moderating effect of usage experience. Information Systems Frontiers, 13(2), 157–169.

    Google Scholar 

  • Snyder, M., & Stukas, A. A. (1999). Interpersonal processes: the interplay of cognitive, motivational, and behavioral activities in social interaction. Annual Review of Psychology, 50, 273–303.

    Google Scholar 

  • Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. In S. Leinhart (Ed.), Sociological methodology (pp. 290–312). San Francisco: Jossey-Bass.

    Google Scholar 

  • Soderlund, M. (2006). Measuring customer loyalty with multi-item scales: a case for caution. International Journal of Service Industry Management, 17(1), 76–98.

    Google Scholar 

  • Song, S., & Lee, J. (2007). Key factors of heuristic evaluation for game design: towards massively multi-player online role-playing game. International Journal of Human Computer Studies, 65(8), 709–723.

    Google Scholar 

  • Steenkamp, J. E. M., & Geyskens, I. (2006). How country characteristics affect the perceived value of web sites. Journal of Marketing, 70(3), 136–150.

    Google Scholar 

  • Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178.

    Google Scholar 

  • Thong, J. Y. L., Hong, S. J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human Computer Studies, 64(9), 799–810.

    Google Scholar 

  • Trail, G. T., Anderson, D. F., & Fink, J. S. (2005). Consumer satisfaction and identity theory: a model of sport spectator conative loyalty. Sport Marketing Quarterly, 14(2), 98–111.

    Google Scholar 

  • Tsai, H. T., & Huang, H. C. (2007). Determinants of e-repurchase intentions: an integrative model of quadruple retention drivers. Information Management, 44(3), 231–239.

    Google Scholar 

  • Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: an extension. Journal of Marketing Research, 25(2), 204–212.

    Google Scholar 

  • Tu, Q., Vonderembse, M. A., & Ragu-Nathan, T. S. (2001). The impact of time-based manufacturing practices on mass customization and value to customer. Journal of Operations Management, 19(2), 201–217.

    Google Scholar 

  • Tu, Q., Vonderembse, M. A., Ragu-Nathan, T. S., & Ragu-Nathan, B. (2004). Measuring modularity-based manufacturing practices and their impact on mass customization capability: a customer-driven perspective. Decision Sciences, 35(2), 147–168.

    Google Scholar 

  • Tzou, R. C., & Lu, H. P. (2009). Exploring the emotional, aesthetic, and ergonomic facets of innovative product on fashion technology acceptance model. Behaviour and Information Technology, 28(4), 311–322.

    Google Scholar 

  • Venkatesh, V., & Goyal, S. (2010). Expectation disconfirmation and technology adoption: polynomial modeling and response surface analysis. MIS Quarterly, 34(2), 281–303.

    Google Scholar 

  • Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing, 62(4), 46–61.

    Google Scholar 

  • Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: evidence from China’s telecommunication industry. Information Systems Frontiers, 6(4), 325–340.

    Google Scholar 

  • Whinston, A. B., Stahl, D. O., & Choi, S. Y. (1997). The economics of electronic commerce. Indianapolis: Macmillan Technical Publishing.

    Google Scholar 

  • Wu, J. H., & Wang, Y. M. (2006). Measuring KMS success: a respecification of the DeLone and McLean’s model. Information Management, 43(6), 728–739.

    Google Scholar 

  • Zhao, X., Lynch, J. G., Jr., & Chen, Q. (2010). Reconsidering Baron and Kenny: myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197–206.

    Google Scholar 

  • Zipkin, P. (2001). The limits of mass customization. MIT Sloan Management Review, 42(3), 81–87.

    Google Scholar 

  • Zwick, R., Pieters, R., & Baumgartner, H. (1995). On the practical significance of hindsight bias: the case of expectancy-disconfirmation model of consumer satisfaction. Organizational Behavior and Human Decision Processes, 64(1), 103–117.

    Google Scholar 

Download references

Acknowledgments

The authors thank the Editor and anonymous reviewers for their valuable feedback on this paper. The authors also thank the administrators of the online forums and websites studied for their support and the survey respondents for providing valuable data.

Author information

Authors and Affiliations

  1. Department of Industrial and Information Management, National Cheng Kung University, 1st University Road, Tainan, 701, Taiwan

    Wei-Tsong Wang & Wen-Hung Chang

Authors
  1. Wei-Tsong Wang
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Wen-Hung Chang
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Wei-Tsong Wang.

Appendix

Appendix

Table 13 List of survey items by construct
Full size table

Rights and permissions

Reprints and permissions

About this article

Cite this article

Wang, WT., Chang, WH. A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives. Inf Syst Front 16, 887–908 (2014). https://doi.org/10.1007/s10796-012-9389-2

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10796-012-9389-2

Keywords

Search

Navigation