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Journal of Service Research
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Satisfiers and Dissatisfiers in the Online Environment

A Critical Incident Assessment

Betsy Bugg Holloway

Samford University

Sharon E. Beatty

The University of Alabama

This research examines the factors driving consumer dis(satisfaction) in the online service environment. Using a critical incident technique and content analysis, the authors identify the critical drivers reported by consumers to produce particularly satisfactory or dissatisfactory online service encounters. Using 616 surveys and 1,183 observations, the authors first classify and then compare reported drivers across outcomes (dissatisfaction vs. satisfaction) and three industry groups (hard goods, soft goods, and services). Classifications are also compared with several important service-quality scales and other literature on the topic in order to compare the findings and to develop an overall framework. The results address how satisfiers and dissatisfiers vary both overall and across industry classifications, providing an assessment of the differences between the factors producing online success versus those preventing failure. The authors conclude with implications for online retailers and directions for future research.

Key Words: online retailing • online satisfaction • online dissatisfaction • online service encounter • online service quality

Journal of Service Research, Vol. 10, No. 4, 347-364 (2008)
DOI: 10.1177/1094670508314266
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