Antecedents and Consequents of Service Consumption Experience in Electronic Mediated Environment - Empirical Evidence from Electronic Service Industry in China

This study examines how service consumption experience affects long-term relational exchange in the EME. An analytical framework is developed and tested to validate a comprehensive research model of service consumption experience and its antecedents and consequents, in the EME, leading to long-term exchange relationship between the consumers and service providers. Analyses of data from 415 Chinese consumers, with at least six months or more experience in consuming services in the EME, reveal that five service consumption experience dimensions significantly influence consumers’ overall consumption experience in the EME. Service consumption experience is also found to serve as an important mediating variable between its antecedents and consequents. This study, as one of the first, contributes to the Information Systems literature through the development of the service consumption experience construct in the EME. Suggestions for future research and implications are discussed.