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A Product-Process Matrix for Electronic B2C Operations
1 references·16 citing·53 second hopsampled
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References

  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited

Cited by

  • 2002New service development: areas for exploitation and exploration658 cited
  • 2006Service Quality in Multichannel Services Employing Virtual Channels443 cited
  • 2004New measurement scales for evaluating perceptions of the technology‐mediated customer service experience419 cited
  • 2012Visualizing Service Operations199 cited
  • 2010Customization of the online purchase process in electronic retailing and customer satisfaction: An online field study180 cited
  • 2001Operational Drivers of Customer Loyalty in Electronic Retailing: An Empirical Analysis of Electronic Food Retailers161 cited
  • 2009The effects of service failures and recovery on customer loyalty in e‐services128 cited
  • 2006Process drivers of e‐service quality: Analysis of data from an online rating site118 cited
  • 2007E-Services: A Synthesis and Research Agenda116 cited
  • 2018The role of perceived benefits in formation of online shopping attitude among women shoppers in India108 cited
  • 2012Improving innovation and customer satisfaction through systems integration97 cited
  • 2010Matching service strategies, business models and modular business processes79 cited
  • 2002Technology Readiness in the E-Insurance Industry: An Exploratory Investigation and Development of an Agent Technology E-Consumption Model

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70 cited
  • 2009Customization Strategies in Electronic Retailing: Implications of Customer Purchase Behavior*62 cited
  • 2009Toward a Provider-Based View on the Design and Delivery of Quality E-Service Encounters58 cited
  • 2013To Personalize or Not to Personalize Online Purchase Interactions: Implications of Self-Selection by Retailers47 cited