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Quality and effectiveness in Web-based customer support systems · Study

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ArticleQuality and effectiveness in Web-based customer support systems

Solomon Negash2002

Article2002

Quality and effectiveness in Web-based customer support systems

Solomon Negash · Terry Ryan · Magid Igbaria

508 citations·0/0 files stored·Information & Management

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Usability and User Interface Design

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Information Systems Success: The Quest for the Dependent Variable 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1991Refinement and reassessment of the SERVQUAL scale.1993The Nature and Determinants of Customer Expectations of Service 1983Development of a Tool for Measuring and Analyzing Computer User Satisfaction

Cited by

2008The impact of electronic word‐of‐mouth 2007The effect of negative online consumer reviews on product attitude: An information processing view 2008eWOM overload and its effect on consumer behavioral intention depending on consumer involvement 2010An assessment of customers’ e-service quality perception, satisfaction and intention 2009Consumer perception of interface quality, security, and loyalty in electronic commerce

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Details

Year2002

Typearticle

Published2002-12-10

VenueInformation & Management

ISSN-L0378-7206

Languageen

Citations508

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0378-7206(02)00101-5

openalex_workW2118101410

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2007Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis

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2008The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator