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Antecedents and Consequences of User Satisfaction with E-Mail Systems

Antecedents and Consequences of User Satisfaction with E-Mail Systems

Kevin Dow, Alexander. Serenko, Ofir Turel, Jeffrey Wong
Copyright: © 2006 |Volume: 2 |Issue: 2 |Pages: 19
ISSN: 1548-3673|EISSN: 1548-3681|ISSN: 1548-3673|EISBN13: 9781615205790|EISSN: 1548-3681|DOI: 10.4018/jec.2006040103
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MLA

Dow, Kevin, et al. "Antecedents and Consequences of User Satisfaction with E-Mail Systems." IJEC vol.2, no.2 2006: pp.46-64. http://doi.org/10.4018/jec.2006040103

APA

Dow, K., Serenko, A., Turel, O., & Wong, J. (2006). Antecedents and Consequences of User Satisfaction with E-Mail Systems. International Journal of e-Collaboration (IJeC), 2(2), 46-64. http://doi.org/10.4018/jec.2006040103

Chicago

Dow, Kevin, et al. "Antecedents and Consequences of User Satisfaction with E-Mail Systems," International Journal of e-Collaboration (IJeC) 2, no.2: 46-64. http://doi.org/10.4018/jec.2006040103

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Abstract

E-mail is an important component of the e-collaborative environment. This study contributes to the literature by using the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. We employ a survey to gather empirical evidence to test the modified ACSI model for e-mail systems. Additionally, we test whether spam has an influence on a user’s satisfaction with his or her e-mail system. Our results generally support the notion that the ACSI framework can be used to model e-mail user satisfaction, but we do not find statistically significant evidence that spam affects overall user satisfaction with their e-mail system.

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