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The Relationship Between E-service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance: An Empirical Investigation in Jordan Mobile Phone Services
16 references·2 citing·31 second hopsampled
The Relationship Between E-service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance: An Empirical Investigation in Jordan Mobile Phone Services (2010)The Relationship Between E-service Qualit…User Acceptance of Information Technology: Toward A Unified View1 (2003)User Acceptance of Informatio…eTailQ: 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…Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior (2002)Applying the Technology Accep…Extending the TAM for a World-Wide-Web context (2001)Extending the TAM for a World…Why Don’t Men Ever Stop to Ask for Directions? Gender, Social Influence, and Their Role in Technology Acceptance and Usage Behavior1 (2000)Why Don’t Men Ever Stop to As…Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model (2000)Determinants of Perceived Eas…Customer value: The next source for competitive advantage (1997)Customer value: The next sour…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Extrinsic and Intrinsic Motivation to Use Computers in the Workplace 1 (1992)Extrinsic and Intrinsic Motiv…User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)User Acceptance of Computer T…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Marketing Research: Methodological Foundations (1977)Marketing Research: Methodolo…Mediation Model of E-Learning Satisfaction (2023)Mediation Model of E-Learning…IT Implementation of Customer Relationship Management (2020)IT Implementation of Customer…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. (1982)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)The Commitment-Trust Theory of Relationship Marketing (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer perceived value: The development of a multiple item scale (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advances in Consumer Research (2025)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Attitudes and Predicting Social Behavior (1980)The theory of planned behavior (1991)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Older Adults' Reasons for Using Technology while Aging in Place (2015)Diffusion of Innovations 1 (2019)Understanding Information Technology Usage: A Test of Competing Models (1995)Design science in information systems research (2004)Design Science in Information Systems Research1 (2004)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology68,271 cited
  • 2003User Acceptance of Information Technology: Toward A Unified View144,945 cited
  • 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models25,696 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 2000Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model6,658 cited
  • 1992Extrinsic and Intrinsic Motivation to Use Computers in the Workplace 16,231 cited
  • 1997Customer value: The next source for competitive advantage4,662 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 2000Why Don’t Men Ever Stop to Ask for Directions? Gender, Social Influence, and Their Role in Technology Acceptance and Usage Behavior14,353 cited
  • 1977Marketing Research: Methodological Foundations4,351 cited
  • 2001Extending the TAM for a World-Wide-Web context3,801 cited
  • 2002Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior3,203 cited

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  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • Cited by

    • 2020IT Implementation of Customer Relationship Management21 cited
    • 2023Mediation Model of E-Learning Satisfaction9 cited