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Title: The impact of pre-sale and post-sale factors on online purchasing satisfaction: a survey
Authors: Clegg, Ben
Melián Alzola, Lucía 
Padrón Robaina, Víctor 
UNESCO Clasification: 531211 Comercio
Keywords: Comercio electrónico
Issue Date: 2010
Publisher: 0265-671X
Journal: International Journal of Quality and Reliability Management 
Abstract: Purpose – This work seeks to contribute a series of reflections and conclusions in response to the following questions: what variables determine satisfaction in the pre-sale phase and post-sale phase of B2C electronic commerce? How are the variables of the pre-sale phase related to those of the post-sale phase of B2C electronic commerce? Design/methodology/approach – The authors develop a theoretical scale that includes the important variables of quality in the pre-sale and post-sale phases of B2C electronic commerce. After the empirical validation of the theoretical scale, we measure the impact of the pre-sale dimensions on the post-sale dimensions. Findings – The results confirm the principal hypotheses of the study, that is to say, the dimensions of the pre-sale phase have a significant impact on the dimensions of the post-sale phase of B2C electronic commerce. Research limitations/implications – This research shows that, in B2C electronic commerce, the organisation's actions in the pre-sale phase will, to a great extent, condition its actions in the post-sale phase. Practical implications – This paper highlights the importance of high-performance in the pre-sale phase in order to achieve success. Originality/value – This paper bridges a gap in the empirical works in the field of quality in electronic commerce by studying the importance and implications of the different phases in the electronic purchase.
ISSN: 0265-671X
DOI: 10.1108/02656711011014267
Source: International Journal of Quality & Reliability Management[ISSN 0265-671X],v. 27, p. 121-137
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