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The Power of Fit in E-Commerce Platforms: Aligning Customer Service Orientation and Internal Service Quality

This study explains repeat purchase intentions on e-commerce platforms as a problem of fit between what the interface signals (Customer Service Orientation, CSO) and what the system delivers (Internal Service Quality, ISQ). Using survey data from Chinese platform users (N = 605), second-order polyno...

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Principais autores: Shu Pei Shao, Rob Kim Marjerison, Jong Min Kim
Format: Artigo
Sprog:Inglês
Udgivet: MDPI AG 2026-01-01
Serier:Journal of Theoretical and Applied Electronic Commerce Research
Fag:
e-commerce platforms
repurchase intention
Customer Service Orientation (CSO)
Internal Service Quality (ISQ)
CSO–ISQ alignment
Online adgang:https://www.mdpi.com/0718-1876/21/1/8
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