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The Impact of Sensory Environments on Customer Emotion and
Service quality, customer satisfaction, and behavioral intentions in
Findings – Technology-ready (TR) customer segments vary in their evaluations of customer-service interfaces; interface evaluations affect cognitive service experience; and interface evaluations and cognitive experience affect customers’ behavioral intentions.
The Correlation between Relationship Quality and Behavioral implications – the findings indicate that service designers need to examine the life cycle of the intended service offerings and customize corresponding service/product features based on customers’ technology beliefs and personal characteristics, which can further lead to maximized flow experience and increased intention rate.
Investigating the key factors affecting behavioral intentions
customer experience in online financial services: a study of behavioral intentions for techno-ready market segments.