Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling.
Martin O'NeillChristine WrightAdrian PalmerPublished in: Internet Res. (2003)
Keyphrases
- online services
- user experience
- end users
- user satisfaction
- internet users
- service quality
- online learning
- real time
- user interaction
- individual user
- user interface
- social awareness
- user requests
- service oriented
- user preferences
- information services
- service oriented architecture
- social networking sites
- customer satisfaction
- service delivery
- personalized services
- collaborative filtering
- management system
- online stores
- recommender systems