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An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games

An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games

Fan-Chen Tseng, Ching-I Teng
Copyright: © 2011 |Volume: 7 |Issue: 4 |Pages: 14
ISSN: 1548-1131|EISSN: 1548-114X|EISBN13: 9781613506721|DOI: 10.4018/jebr.2011100102
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MLA

Tseng, Fan-Chen, and Ching-I Teng. "An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games." IJEBR vol.7, no.4 2011: pp.17-30. http://doi.org/10.4018/jebr.2011100102

APA

Tseng, F. & Teng, C. (2011). An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games. International Journal of E-Business Research (IJEBR), 7(4), 17-30. http://doi.org/10.4018/jebr.2011100102

Chicago

Tseng, Fan-Chen, and Ching-I Teng. "An Empirical Investigation into the Sources of Customer Dissatisfaction with Online Games," International Journal of E-Business Research (IJEBR) 7, no.4: 17-30. http://doi.org/10.4018/jebr.2011100102

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Abstract

Most extant research focused on the attractiveness of online games, but paid scant attention to the sources of customer dissatisfaction with online games. Thus, this study investigates the sources of customer dissatisfaction (dissatisfiers) with online games. From an online survey, this study identified five factors as the sources of customer dissatisfaction: (1) the deceptive behavior of other online gamers, (2) the discourteous behavior of other online gamers, (3) the unattractive design of online games, (4) the ineffective customer support of online game service providers, and (5) the undesirable restrictions or regulations imposed by online game service providers. Findings in this study highlighted the fact that the anonymous and intensive interactions among online customers themselves can result in customer-originated dissatisfiers such as deceptive behavior and discourteous behavior. This study also reminded online service providers of company-originated dissatisfiers such as ineffective customer support and improper constraints.

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