Chapter
User Satisfaction with E-Collaborative Systems
Abstract
E-mail is a critical component of most e-collaborative environments. This chapter describes an application of the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. The ACSI framework is an established methodology in the marketing literature and appeared to be useful to assess the antecedents and consequences of individual satisfaction in many more …
Authors
Kock N; Wong J; Dow K; Turel O; Serenko A
Book title
E-Collaboration in Modern Organizations
Series
Advances in E-Collaboration
Pagination
pp. 31-41
Publisher
IGI Global
Publication Date
January 1, 2008
DOI
10.4018/978-1-59904-825-3.ch003