Cognitive appraisal of incident handling, affects, and post-adoption behaviors: A test of affective events theory
作者：
Highlights：
• This study attempts to explain e-service customer post-adoption behaviors in a unified model based on the Affective Events Theory (AET).
• Perceived site quality, affective reactions, and cognitive appraisal of incident-handling determine e-service customer behaviors.
• The results confirm that perceived site quality and cognitive appraisal of incident-handling deterine e-service customer retention behaviors.
• Three post-adoption behaviors under investigation are continuance intention, complaint intention, and recommendation intention.
摘要
•This study attempts to explain e-service customer post-adoption behaviors in a unified model based on the Affective Events Theory (AET).•Perceived site quality, affective reactions, and cognitive appraisal of incident-handling determine e-service customer behaviors.•The results confirm that perceived site quality and cognitive appraisal of incident-handling deterine e-service customer retention behaviors.•Three post-adoption behaviors under investigation are continuance intention, complaint intention, and recommendation intention.
论文关键词：Affective events theory,Word-of-mouth,Complaint,Cognitive appraisal,Continuance intention,Post-adoption behaviors
论文评审过程：Received 30 May 2017, Revised 17 January 2018, Accepted 27 January 2018, Available online 22 February 2018, Version of Record 22 February 2018.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2018.01.014
