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Measuring E-Service Quality for Online Travel Agencies
16 references·16 citing·30 second hopsampled
Measuring E-Service Quality for Online Travel Agencies (2010)Measuring E-Service Quality for Online Tr…Customer perceptions of e‐service quality in online shopping (2005)Customer perceptions of e‐ser…E-S-QUAL (2004)E-S-QUALeTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…An empirical analysis of the antecedents of electronic commerce service continuance (2001)An empirical analysis of the …E-satisfaction: an initial examination (2000)E-satisfaction: an initial ex…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Research methods for business: A skill building approach (1993)Research methods for business…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Zero defections: quality comes to services. (1990)Zero defections: quality come…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…Investigating the Impact of Smart Tourism Technologies on Tourists’ Experiences (2022)Investigating the Impact of S…Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy (2021)Toward the e-loyalty of digit…E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out (2021)E-commerce websites, consumer…Understanding the emergence and development of online travel agencies: a dynamic evaluation and simulation approach (2020)Understanding the emergence a…Examining the influence of the social dimension of customer experience on trust towards travel agencies: The role of experiential predisposition in a multichannel context (2020)Examining the influence of th…Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value (2019)Customer Loyalty Towards Trav…Co-creating value with customers: a study of mobile hotel bookings in China (2018)Co-creating value with custom…Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context (2017)Effects of flow on young Chin…E-service Quality Management of a Hotel Website: A Scale and Implications for Management (2017)E-service Quality Management …Descriptive Content Analysis on E-Service Research (2016)Descriptive Content Analysis …Use of impact-range performance and asymmetry analyses to improve OTA website quality (2015)Use of impact-range performan…The Role of Service Quality, Perceived Value, and Relationship Quality in Enhancing Customer Loyalty in the Travel Agency Sector (2014)The Role of Service Quality, …Influence of coupons on online travel reservation service recovery (2014)Influence of coupons on onlin…Online service quality: Content and process of analysis (2013)Online service quality: Conte…Do Loyalty Groups Differ in the Role of Trust in Online Tourism Shopping? A Process Perspective (2012)Do Loyalty Groups Differ in t…Structural effects of cognitive and affective reponses to web advertisements, website and brand attitudes, and purchase intentions: The case of casual-dining restaurants (2011)Structural effects of cogniti…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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Prospect theory: An analysis of decision under risk (1988)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)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)An Updated and Streamlined Technology Readiness Index (2014)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)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)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)
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References

  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1993Research methods for business: A skill building approach16,985 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 2004E-S-QUAL3,962 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2000E-satisfaction: an initial examination2,007 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 2001An empirical analysis of the antecedents of electronic commerce service continuance

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1,441 cited
  • 2005Customer perceptions of e‐service quality in online shopping1,320 cited
  • Cited by

    • 2022Investigating the Impact of Smart Tourism Technologies on Tourists’ Experiences172 cited
    • 2011Structural effects of cognitive and affective reponses to web advertisements, website and brand attitudes, and purchase intentions: The case of casual-dining restaurants133 cited
    • 2021E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out96 cited
    • 2019Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value91 cited
    • 2020Understanding the emergence and development of online travel agencies: a dynamic evaluation and simulation approach85 cited
    • 2017E-service Quality Management of a Hotel Website: A Scale and Implications for Management83 cited
    • 2017Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context83 cited
    • 2014The Role of Service Quality, Perceived Value, and Relationship Quality in Enhancing Customer Loyalty in the Travel Agency Sector82 cited
    • 2018Co-creating value with customers: a study of mobile hotel bookings in China65 cited
    • 2021Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy63 cited
    • 2015Use of impact-range performance and asymmetry analyses to improve OTA website quality56 cited
    • 2016Descriptive Content Analysis on E-Service Research43 cited
    • 2020Examining the influence of the social dimension of customer experience on trust towards travel agencies: The role of experiential predisposition in a multichannel context40 cited
    • 2014Influence of coupons on online travel reservation service recovery40 cited
    • 2013Online service quality: Content and process of analysis37 cited
    • 2012Do Loyalty Groups Differ in the Role of Trust in Online Tourism Shopping? A Process Perspective35 cited