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E-Service: New Directions in Theory and Practice
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  • 2017E-service Quality Management of a Hotel Website: A Scale and Implications for Management83 cited
  • 2010Measuring the antecedents of e-loyalty and the effect of switching costs on website83 cited
  • 2009Task complexity and different decision criteria for online service acceptance: A comparison of two e-government compliance service domains70 cited
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  • 2006Perceived risks, counter-beliefs, and intentions to use anti-/counter-terrorism websites: An exploratory study of government–citizens online interactions in a turbulent environment54 cited
  • 2011Recent advances in e‐service in the public sector: state‐of‐the‐art and future trends53 cited
  • 2019Innovative framework for self-service kiosks: Integrating customer value knowledge52 cited
  • 2006What drives netsourcing decisions? An empirical analysis44 cited
  • 2014Assessing the value of real-life brands in Virtual Worlds43 cited
  • 2019Customer boundary work to navigate institutional arrangements around service interactions: Exploring the case of telehealth43 cited
  • 2015Impact of Internet Usage Comfort and Internet Technical Comfort on Online Shopping and Online Banking37 cited
  • 2015Factors Influencing Consumers to Use e-services in Indonesian Airline Companies34 cited
  • 2010A literature review of service research since 1993

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28 cited
  • 2007Customer Experience Management in E-Services20 cited
  • 2008Investigating the concept of potential quality20 cited
  • 2011ENGINEERING KNOWLEDGE-INTENSE, PERSONORIENTEDSERVICES – A STATE OF THE ART ANALYSIS16 cited