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The role of e-service quality management in the delivery business value
16 references·1 citing·31 second hop
The role of e-service quality management in the delivery business value (2015)The role of e-service quality management …Business Research Methods (2022)Business Research MethodsUnderstanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk (2012)Understanding customers' repe…Mail and Internet Surveys: The Tailored Design Method (2007)Mail and Internet Surveys: Th…Mail and internet surveys : the tailored design method (2007)Mail and internet surveys : t…Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model (2004)Measuring e-Commerce Success:…E-S-QUAL (2004)E-S-QUALeTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer loyalty in e-commerc…Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Service Quality, Profitabilit…Marketing Research: An Applied Approach (2000)Marketing Research: An Applie…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Scale Development : Theory and Applications (1991)Scale Development : Theory an…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Do connected town-centre shopping journeys improve town-centre patronage? (2021)Do connected town-centre shop…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)Should We Trust Web-Based Studies? A Comparative Analysis of Six Preconceptions About Internet Questionnaires. (2004)The Delphi method as a research tool: an example, design considerations and applications (2004)The adequacy of response rates to online and paper surveys: what can be done? (2008)Universities in a competitive global marketplace (2006)Green purchasing behaviour: A conceptual framework and empirical investigation of Indian consumers (2017)Dynamic capabilities, creativity and innovation capability and their impact on competitive advantage and firm performance: The moderating role of entrepreneurial orientation (2018)E-mail Survey Response Rates: A Review (2006)Factors affecting response rates of the web survey: A systematic review (2009)Index Construction with Formative Indicators: An Alternative to Scale Development (2001)Scale Development Research (2006)Making sense of Cronbach's alpha (2011)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Smart tourism destinations: ecosystems for tourism destination competitiveness (2016)Research Methods in Business Studies (2020)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1991Scale Development : Theory and Applications15,552 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2022Business Research Methods10,949 cited
  • 2007Mail and internet surveys : the tailored design method9,606 cited
  • 2004E-S-QUAL3,962 cited
  • 2007Mail and Internet Surveys: The Tailored Design Method3,220 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2000Marketing Research: An Applied Approach2,660 cited
  • 2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 2004Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model1,401 cited

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  • 2012Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk1,332 cited
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    • 2021Do connected town-centre shopping journeys improve town-centre patronage?8 cited