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E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support
16 references·16 citing·39 second hopsampled
E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support (2009)E-service quality and Web 2.0: expanding …Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (PQISS) (2014)Developing a Scale to Measure…WebQual: An Instrument for Consumer Evaluation of Web Sites (2007)WebQual: An Instrument for Co…Measuring Service Quality in E-Retailing (2006)Measuring Service Quality in …Social Relationships and Health. (2004)Social Relationships and Heal…Psychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Customer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …A conceptual framework for understanding e-service quality : implications for future research and managerial practice (2000)A conceptual framework for un…Net gain: Expanding markets through virtual communities (1999)Net gain: Expanding markets t…Commercial Friendships: Service Provider-Client Relationships in Context (1999)Commercial Friendships: Servi…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…River Magic: Extraordinary Experience and the Extended Service Encounter (1993)River Magic: Extraordinary Ex…Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. (1990)Understanding prosocial behav…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…What drives travelers' adoption of user-generated content? A literature review (2018)What drives travelers' adopti…Exploring the role of next-generation virtual technologies in destination marketing (2018)Exploring the role of next-ge…Are information quality and source credibility really important for shared content on social media? (2018)Are information quality and s…E-service Quality Management of a Hotel Website: A Scale and Implications for Management (2017)E-service Quality Management …Social media’s impact on organizational performance and entrepreneurial orientation in organizations (2016)Social media’s impact on orga…Innovation Through Co-creation: Towards an Understanding of Technology-Facilitated Co-creation Processes in Tourism (2016)Innovation Through Co-creatio…Adaptation of hospitality service quality scales for marina services (2016)Adaptation of hospitality ser…Value co-creation via information and communications technology (2014)Value co-creation via informa…Exploring neuroticism and extraversion in flow and user generated content consumption (2014)Exploring neuroticism and ext…Customer Involvement in Sustainable Supply Chain Management (2013)Customer Involvement in Susta…Adopting television as a new channel for e-commerce. The influence of interactive technologies on consumer behavior (2013)Adopting television as a new …A framework for designing and implementing effective online coupons in tourism and hospitality (2013)A framework for designing and…An overview of the service industries' future (priorities: linking past and future) (2011)An overview of the service in…Understanding the intention to follow the advice obtained in an online travel community (2010)Understanding the intention t…Measuring customer value in online collaborative trip planning processes (2010)Measuring customer value in o…eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence (2010)eCRM 2.0 applications and tre…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)Liberatory Postmodernism and the Reenchantment of Consumption (1995)Development of a Scale to Measure Memorable Tourism Experiences (2010)Exploring the essence of memorable tourism experiences (2011)Modernity and Self-Identity: Self and Society in the Late Modern Age (2020)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities (2010)Networked Narratives: UnderstandingWord-of-Mouth Marketing in Online Communities (2014)SOCIAL NETWORKS, HOST RESISTANCE, AND MORTALITY: A NINE-YEAR FOLLOW-UP STUDY OF ALAMEDA COUNTY RESIDENTS (1979)Stress, social support, and the buffering hypothesis. (1985)Social Relationships and Health (1988)Social Ties and Mental Health (2001)Social Relationships and Mortality Risk: A Meta-analytic Review (2010)Mechanisms Linking Social Ties and Support to Physical and Mental Health (2011)Comparative fit indexes in structural models. (1990)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing. (2005)Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context (2005)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Customer satisfaction with services: putting perceived value into the equation (2000)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Understanding Relationship Marketing Outcomes (2002)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)Generalized expectancies for internal versus external control of reinforcement. (1966)Motivation through the design of work: test of a theory (1976)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Co-production and customer loyalty in financial services (2007)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)E-S-QUAL (2004)Intentional social action in virtual communities (2002)Some antecedents and effects of trust in virtual communities (2002)Through a Glass Darkly: Information Technology Design, Identity Verification, and Knowledge Contribution in Online Communities (2007)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2004Social Relationships and Health.4,849 cited
  • 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1999Net gain: Expanding markets through virtual communities1,673 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
  • 1999Commercial Friendships: Service Provider-Client Relationships in Context1,200 cited
  • 2000Customer-Employee Rapport in Service Relationships1,150 cited
  • 2006Measuring Service Quality in E-Retailing1,056 cited
  • 1990Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context.918 cited
  • 2000A conceptual framework for understanding e-service quality : implications for future research and managerial practice832 cited
  • 2007

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WebQual: An Instrument for Consumer Evaluation of Web Sites
811 cited
  • 2014Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (PQISS)774 cited
  • Cited by

    • 2010Understanding the intention to follow the advice obtained in an online travel community318 cited
    • 2018Exploring the role of next-generation virtual technologies in destination marketing316 cited
    • 2016Social media’s impact on organizational performance and entrepreneurial orientation in organizations235 cited
    • 2018What drives travelers' adoption of user-generated content? A literature review198 cited
    • 2018Are information quality and source credibility really important for shared content on social media?160 cited
    • 2010eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence141 cited
    • 2013Customer Involvement in Sustainable Supply Chain Management133 cited
    • 2017E-service Quality Management of a Hotel Website: A Scale and Implications for Management83 cited
    • 2013A framework for designing and implementing effective online coupons in tourism and hospitality64 cited
    • 2010Measuring customer value in online collaborative trip planning processes55 cited
    • 2014Value co-creation via information and communications technology52 cited
    • 2011An overview of the service industries' future (priorities: linking past and future)51 cited
    • 2016Adaptation of hospitality service quality scales for marina services50 cited
    • 2014Exploring neuroticism and extraversion in flow and user generated content consumption48 cited
    • 2013Adopting television as a new channel for e-commerce. The influence of interactive technologies on consumer behavior41 cited
    • 2016Innovation Through Co-creation: Towards an Understanding of Technology-Facilitated Co-creation Processes in Tourism39 cited