The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Service quality and e‐commerce: an exploratory analysis
Abstract
Examines the applicability of determinants identified in a physical services environment to assess the services relating to e‐commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e‐commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e‐commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e‐commerce operating environment.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Cited by
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
Cristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Conceptualizing Web site quality and its consequences in the lodging industry
Jeong, M., Oh, H., & Gregoire, M. (2003) · International Journal of Hospitality Management · doi:10.1016/s0278-4319(03)00016-1 · Cited by 337
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023) · Internet Research · doi:10.1108/intr-09-2021-0686 · Cited by 260
E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction
Ayo, C. K., Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016) · International Journal of Bank Marketing · doi:10.1108/ijbm-12-2014-0175 · Cited by 206
Metadata
- Authors
- Cox, J., & Dale, B. G.
- Venue
- Managing Service Quality: An International Journal
- Publisher
- Emerald
- Published
- 2001-04-01
- Volume
- 11
- Issue
- 2
- Pages
- 121-131
- ISSN
- 0960-4529 (ISSN-L)
- OpenAlex
- W2035626379
- Cited by
- 486
- References
- 1
- FWCI
- 28.37
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
