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Delivering customer services online: identifying best practices of medium‐sized enterprises
16 references·7 citing·43 second hop
Delivering customer services online: identifying best practices of medium‐sized enterprises (2006)Delivering customer services online: iden…The utilization of e‐government services: citizen trust, innovation and acceptance factors* (2005)The utilization of e‐governme…Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Internet Users' Information P…Electronic commerce adoption: an empirical study of small and medium US businesses (2004)Electronic commerce adoption:…A conceptual model of perceived customer value in e‐commerce: A preliminary investigation (2003)A conceptual model of perceiv…Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store (2002)Technology and the Customer I…A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes (2000)A Multiple-Layer Model of Mar…An Integrated Model of Information Systems Adoption in Small Businesses (1999)An Integrated Model of Inform…Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectReturn on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Building Service Relationships: It's all about Promises (1995)Building Service Relationship…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Green Service Consumption: Unlocking Customer Expectations on Technological Transformations Enhancing Purchase Experience in Retail Store (2024)Green Service Consumption: Un…Data-driven human resource and data-driven talent management in internal and recruitment communication strategies: an empirical survey on Italian firms and insights for European context (2023)Data-driven human resource an…ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review (2016)ICT-Enabled Service Innovatio…A review of studies on information systems and SMEs in high ranked IS journals (2000-2014) (2015)A review of studies on inform…Effect of personalization on the perceived usefulness of online customer services (2009)Effect of personalization on …Success criteria for systems led transformation (2008)Success criteria for systems …SME Adoption of Enterprise Systems in the Northwest of England - An Environmental, Technological, and Organizational Perspective. (2007)SME Adoption of Enterprise Sy…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Cultures and Organizations: Software of the Mind. (1993)Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry (2005)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)BUSINESS RESEARCH METHODS (PHƯƠNG PHÁP NGHIÊN CỨU TRONG KINH DOANH) (2023)Organizational Strategy, Structure, and Process (1978)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)The Capabilities of Market-Driven Organizations (1994)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)The C-OAR-SE procedure for scale development in marketing (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Perceived e‐service quality (PeSQ) (2007)Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Information Technology: Toward A Unified View1 (2003)Trust and Electronic Government Success: An Empirical Study (2008)Trust and risk in e-government adoption (2008)INNOVATION IN THE PUBLIC SECTOR: A SYSTEMATIC REVIEW AND FUTURE RESEARCH AGENDA (2015)Diffusion of Innovations 1 (2019)The theory of planned behavior (1991)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)An Extended Privacy Calculus Model for E-Commerce Transactions (2006)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Information Privacy Research: an Interdisciplinary Review1 (2011)Market Orientation: Antecedents and Consequences (1993)The Comparative Advantage Theory of Competition (1995)Intellectual capital: an exploratory study that develops measures and models (1998)Response Rate and Response Quality of Internet-Based Surveys: An Experimental Study (2004)Introduction (2007)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)
this work references cited by second hop

References

  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys10,334 cited
  • 1990The Effect of a Market Orientation on Business Profitability7,973 cited
  • 1990The Effect of a Market Orientation on Business Profitability4,254 cited
  • 2004Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model3,170 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 2005The utilization of e‐government services: citizen trust, innovation and acceptance factors*2,202 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1999An Integrated Model of Information Systems Adoption in Small Businesses1,726 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
  • 2000A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes1,283 cited
  • 2004Electronic commerce adoption: an empirical study of small and medium US businesses1,117 cited
  • 2003A conceptual model of perceived customer value in e‐commerce: A preliminary investigation

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1,073 cited
  • 1995Building Service Relationships: It's all about Promises1,037 cited
  • 2002Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store942 cited
  • Cited by

    • 2009Effect of personalization on the perceived usefulness of online customer services47 cited
    • 2007SME Adoption of Enterprise Systems in the Northwest of England - An Environmental, Technological, and Organizational Perspective.46 cited
    • 2023Data-driven human resource and data-driven talent management in internal and recruitment communication strategies: an empirical survey on Italian firms and insights for European context41 cited
    • 2024Green Service Consumption: Unlocking Customer Expectations on Technological Transformations Enhancing Purchase Experience in Retail Store39 cited
    • 2016ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review20 cited
    • 2008Success criteria for systems led transformation19 cited
    • 2015A review of studies on information systems and SMEs in high ranked IS journals (2000-2014)12 cited