@article {Massad:2006,
	title = {Customer satisfaction with electronic service encounters},
	journal = {International Journal of Electronic Commerce},
	volume = {10},
	number = {4},
	year = {2006},
	pages = {73{\textendash}104},
	abstract = {Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported behaviors, perceptions, beliefs, events, features, characteristics, attributes, and situations that expressed their satisfaction or dissatisfaction with electronic service encounters. Content analysis of these encounters yielded three meta-categories, six categories, and 33 subcategories of customer satisfaction or dissatisfaction with on-line service providers. The findings suggested that three major categories are robust even in the electronic context of the Internet. The antecedents identified were relevant both to product-related services (e.g., books, apparel) and to pure services (e.g., on-line banking, on-line stock trading). The study found that the characteristics and behaviors of customer-contact employees play an important role in on-line service encounters. It also revealed a percentage decrease in satisfactory incidents, a percentage increase in unsatisfactory incidents, and a percentage increase in unsatisfactory incidents involving employee characteristics and behaviors as service encounters move from a bricks-and-mortar environment to an electronic context. This suggests that customer-contact employees may not be well equipped to deal with on-line customers.},
	doi = {10.2753/JEC1086-4415100403},
	attachments = {https://crowston.syr.edu./sites/crowston.syr.edu/files/ijec2006.pdf},
	author = {Massad, Nelson and Heckman, Robert and Kevin Crowston}
}
@proceedings {,
	title = {Using the service encounter model to enhance our understanding of business-to-consumer transactions in an electronic environment.},
	year = {2003},
	address = {Bled, Slovenia, 9{\textendash}11 June},
	abstract = {The aim of this paper is to provide an alternative perspective to enhance our understanding of the transactions between customers and service providers in an electronic environment. The service encounter literature is well established in the Marketing field and provides an alternative model to explore online business-to-consumer transactions. The taxonomy of antecedents of satisfaction developed from this model has been tested over time, across respondents (i.e., customers{\textquoteright} perspective vs. employees{\textquoteright} perspective), and across different settings. This taxonomy, however, has been mostly restricted to the bricks-and-mortar environment. Based on the analysis of a pretest sample of customer-reported online experiences, the taxonomy has the potential to enhance our understanding of business-to-consumer online transactions. The next step is to carry out a complete study in order refine the taxonomy to account for the electronic context.},
	keywords = {E-commerce},
	attachments = {https://crowston.syr.edu./sites/crowston.syr.edu/files/15Massad_0.pdf},
	author = {Massad, Nelson and Kevin Crowston}
}
