The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
E‐services and offline fulfilment: how e‐loyalty is created
Abstract
Purpose: Most transactions initiated online are completed by some form of offline fulfilment, i.e. the delivery of the goods to the customer's doorstep. In previous studies, web site performance or e‐service quality was found to be an important antecedent of customer satisfaction and loyalty. In traditional settings, physical fulfilment is considered an important driver of customers’ behavioral intentions. This study models and tests the combined effects of online and offline service components on customer responses. Design/methodology/approach: This is an empirical, cross‐sectional study across four online industries. Findings: In the surveyed industries offline fulfilment appears to be at least as important as web site performance. Research limitations/implications: Further research is needed on how value and joy are created as part of the total e‐experience. Furthermore, the importance of offline fulfilment in effecting customer satisfaction and loyalty levels for different online services needs further investigation. Practical implications: Online retailers must ensure offline quality to at least the same level as online quality. Originality/value: Important insights into the absolute and relative importance of online and offline fulfilment dimensions have been generated in a broader e‐commerce context.
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Citations
Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
eTailQ: dimensionalizing, measuring and predicting etail quality
Wolfinbarger, M., & Gilly, M. C. (2003) · Journal of Retailing · doi:10.1016/s0022-4359(03)00034-4 · Cited by 2,340
E-satisfaction and e-loyalty: A contingency framework
Anderson, R. E., & Srinivasan, S. S. (2003) · Psychology & Marketing · doi:10.1002/mar.10063 · Cited by 2,310
Simultaneous Factor Analysis in Several Populations
Jöreskog, K. G. (1971) · Psychometrika · doi:10.1007/bf02291366 · Cited by 2,051
An empirical analysis of the antecedents of electronic commerce service continuance
Bhattacherjee, A. (2001) · Decision Support Systems · doi:10.1016/s0167-9236(01)00111-7 · Cited by 1,441
Cited by
Cristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Kassim, N., & Asiah Abdullah, N. (2010) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/13555851011062269 · Cited by 685
Determinants of customer repurchase intention in online shopping
Chiu, C., Chang, C., Cheng, H., & Fang, Y. (2009) · Online Information Review · doi:10.1108/14684520910985710 · Cited by 657
Service Quality in Multichannel Services Employing Virtual Channels
Sousa, R., & Voss, C. A. (2006) · Journal of Service Research · doi:10.1177/1094670506286324 · Cited by 441
Toufaily, E., Ricard, L., & Perrien, J. (2013) · Journal of Business Research · doi:10.1016/j.jbusres.2012.05.011 · Cited by 263
Metadata
- Authors
- Semeijn, J., van Riel, A. C. R., van Birgelen, M. J. H., & Streukens, S.
- Venue
- Managing Service Quality: An International Journal
- Publisher
- Emerald
- Published
- 2005-04-01
- Volume
- 15
- Issue
- 2
- Pages
- 182-194
- ISSN
- 0960-4529 (ISSN-L)
- OpenAlex
- W2036872668
- Cited by
- 207
- References
- 6
- FWCI
- 15.86
- Type
- journal article
- Language
- en
- Open access
- closed
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- Semeijn, J., van Riel, A. C. R., van Birgelen, M. J. H., & Streukens, S. (2005). E‐services and offline fulfilment: how e‐loyalty is created. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604520510585361
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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