An Exploratory Study of the Formation and Impact of Electronic Service Failures

Chee-Wee Tan, Izak Benbasat, Ronald Cenfetelli

    Research output: Contribution to journalJournal articleResearchpeer-review

    Abstract

    E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers’ disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers’ disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations.
    E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers’ disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers’ disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations.
    LanguageEnglish
    JournalMIS Quarterly
    Volume40
    Issue number1
    Pages1-29
    ISSN0276-7783
    StatePublished - 2016

    Keywords

    • E-commerce service failure
    • Expectation disconfirmation theory
    • Information failure
    • Functional failure
    • System failure
    • Disconfirmed outcome expectancy
    • Disconfirmed process expectancy
    • Disconfirmed cost expectancy
    • Critical incident technique (CIT)
    • Qualitative comparative analysis (QCA)

    Cite this

    Tan, Chee-Wee ; Benbasat, Izak ; Cenfetelli, Ronald. / An Exploratory Study of the Formation and Impact of Electronic Service Failures. In: MIS Quarterly. 2016 ; Vol. 40, No. 1. pp. 1-29
    @article{4056b4f8176d45649d316161ce006f94,
    title = "An Exploratory Study of the Formation and Impact of Electronic Service Failures",
    abstract = "E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers’ disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers’ disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations.",
    keywords = "E-commerce service failure, Expectation disconfirmation theory, Information failure, Functional failure, System failure, Disconfirmed outcome expectancy, Disconfirmed process expectancy, Disconfirmed cost expectancy, Critical incident technique (CIT), Qualitative comparative analysis (QCA), E-commerce service failure, Expectation disconfirmation theory, Information failure, Functional failure, System failure, Disconfirmed outcome expectancy, Disconfirmed process expectancy, Disconfirmed cost expectancy, Critical incident technique (CIT), Qualitative comparative analysis (QCA)",
    author = "Chee-Wee Tan and Izak Benbasat and Ronald Cenfetelli",
    year = "2016",
    language = "English",
    volume = "40",
    pages = "1--29",
    journal = "M I S Quarterly",
    issn = "0276-7783",
    publisher = "M I S Research Center",
    number = "1",

    }

    An Exploratory Study of the Formation and Impact of Electronic Service Failures. / Tan, Chee-Wee; Benbasat, Izak; Cenfetelli, Ronald.

    In: MIS Quarterly, Vol. 40, No. 1, 2016, p. 1-29.

    Research output: Contribution to journalJournal articleResearchpeer-review

    TY - JOUR

    T1 - An Exploratory Study of the Formation and Impact of Electronic Service Failures

    AU - Tan,Chee-Wee

    AU - Benbasat,Izak

    AU - Cenfetelli,Ronald

    PY - 2016

    Y1 - 2016

    N2 - E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers’ disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers’ disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations.

    AB - E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers’ disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers’ disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations.

    KW - E-commerce service failure

    KW - Expectation disconfirmation theory

    KW - Information failure

    KW - Functional failure

    KW - System failure

    KW - Disconfirmed outcome expectancy

    KW - Disconfirmed process expectancy

    KW - Disconfirmed cost expectancy

    KW - Critical incident technique (CIT)

    KW - Qualitative comparative analysis (QCA)

    KW - E-commerce service failure

    KW - Expectation disconfirmation theory

    KW - Information failure

    KW - Functional failure

    KW - System failure

    KW - Disconfirmed outcome expectancy

    KW - Disconfirmed process expectancy

    KW - Disconfirmed cost expectancy

    KW - Critical incident technique (CIT)

    KW - Qualitative comparative analysis (QCA)

    UR - http://sfx-45cbs.hosted.exlibrisgroup.com/45cbs?url_ver=Z39.88-2004&url_ctx_fmt=info:ofi/fmt:kev:mtx:ctx&ctx_enc=info:ofi/enc:UTF-8&ctx_ver=Z39.88-2004&rfr_id=info:sid/sfxit.com:azlist&sfx.ignore_date_threshold=1&rft.object_id=954921386888

    M3 - Journal article

    VL - 40

    SP - 1

    EP - 29

    JO - M I S Quarterly

    T2 - M I S Quarterly

    JF - M I S Quarterly

    SN - 0276-7783

    IS - 1

    ER -