Creating compelling e-service encounters: examining e-service attributes and flow

This study examines the impact of e-service quality attributes on the development of flow, and further investigates the impact flow has on consumers’ Website loyalty and word-ofmouth behaviour. Based on data collected from 406 e-retail consumers of a single organization in the sport and leisure sector, the results indicate that favourable perceptions of e-service quality attributes has a major impact on the development of positive flow experiences. Further, the experience of flow appears to be a driver of Website loyalty and positive word-of-mouth.