The DOI matches its Crossref record.
Service excellence in electronic channels
Abstract
Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.
Overview
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Citations
Cited by
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
Cross-border electronic commerce: distance effects and express delivery in European union markets
Kim, T. Y., Dekker, R., & Heij, C. (2017) · International Journal of Electronic Commerce · doi:10.1080/10864415.2016.1234283 · Cited by 203
Metadata
- Authors
- Zeithaml, V. A.
- Venue
- Managing Service Quality: An International Journal
- Publisher
- Emerald
- Published
- 2002-06-01
- Volume
- 12
- Issue
- 3
- Pages
- 135-139
- ISSN
- 0960-4529 (ISSN-L)
- OpenAlex
- W2016863311
- Cited by
- 473
- References
- 0
- FWCI
- 24.78
- Type
- journal article
- Language
- en
- Open access
- closed
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How to cite
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- CoChat. (2026). Citation check: Service excellence in electronic channels. https://app.cochat.ai/papers/10.1108/09604520210429187
- The paper
- Zeithaml, V. A. (2002). Service excellence in electronic channels. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604520210429187
Data sources
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.
