The DOI matches its Crossref record; 59 of the 59 references it cites were found in a registry or an index.
Measuring Service Quality in E-Retailing
Abstract
To managers of companies with a Web presence, an awareness of how customers perceive service quality is essential to understanding what customers value in an online service transaction. Previous research in e-service quality has primarily focused on the interaction of the consumer and the Web site while missing the big picture that e-service quality is composed of more than Web site interactivity. The goal of this article is to extend the work on e-service quality to encompass not only Web site interactivity or process quality but also outcome quality and recovery quality. A conceptual framework of e-service quality is proposed and empirically tested that combines process, outcome, and recovery dimensions. Contrary to previous service quality studies, formative instead of reflective indicators are used to conceptualize e-service quality. This study found empirical support for the use of formative indicators and the three-dimensional approach to conceptualizing e-service quality.
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Cites
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Customer experiences in the age of artificial intelligence
Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106548 · Cited by 833
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Developing e-service quality scales: A literature review
Ladhari, R. (2010) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.06.003 · Cited by 414
The moderating effect of customer perceived value on online shopping behaviour
Hsin Chang, H., & Wang, H. (2011) · Online Information Review · doi:10.1108/14684521111151414 · Cited by 398
Metadata
- Authors
- Collier, J. E., & Bienstock, C. C.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2006-02
- Volume
- 8
- Issue
- 3
- Pages
- 260-275
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2160251866
- Cited by
- 1,051
- References
- 59
- FWCI
- 47.40
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
