Service Consumption Experience and Relational Exchange in Electronic Mediated Environment

Abstract

Academic research reflects an increasing concern that conventional knowledge on services management such as location strategy may not adequately inform management on crafting an IT-driven service strategy to succeed in the emerging electronic mediated environment(EME). To provide insights into consumers' perception of services consumption and its potential influence on the development of long-term exchange relationship between consumers and service providers in the EME, this study examines how service consumption experience affects long-term relational exchange in the EME.