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Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success
16 references·16 citing·29 second hopsampled
Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success (2008)Addressing the What and How of Online Ser…User Acceptance of Information Technology: Toward A Unified View1 (2003)User Acceptance of Informatio…Trust and TAM in Online Shopping: An Integrated Model1 (2003)Trust and TAM in Online Shopp…The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The theory of planned behavior (1991)The theory of planned behaviorDevelopment of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Development of an Instrument …Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Understanding Attitudes and Predicting Social Behavior (1980)Understanding Attitudes and P…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…A Coefficient of Agreement for Nominal Scales (1960)A Coefficient of Agreement fo…Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model (2020)Understanding the impact of d…The Impact of Perceived Risk on Consumers’ Cross-Platform Buying Behavior (2020)The Impact of Perceived Risk …The relative importance of service quality dimensions in E-commerce experiences (2018)The relative importance of se…Cooperation and competition between online travel agencies and hotels (2018)Cooperation and competition b…The art of appeal in electronic commerce (2017)The art of appeal in electron…The role of website quality and social capital in building buyers’ loyalty (2016)The role of website quality a…Information Technology Continuance Intention (2016)Information Technology Contin…An Exploratory Study of the Formation and Impact of Electronic Service Failures1 (2016)An Exploratory Study of the F…The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention1 (2015)The Value of Self-Service: Lo…Do different kinds of trust matter? An examination of the three trusting beliefs on satisfaction and purchase behavior in the buyer–seller context (2015)Do different kinds of trust m…It-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality1 (2013)It-Mediated Customer Service …“Wii Will Rock You!” The Use and Effect of Figurative Language in Consumer Reviews of Hedonic and Utilitarian Consumption (2013)“Wii Will Rock You!” The Use …How Do Technology Readiness, Platform Functionality and Trust Influence C2c User Satisfaction? (2012)How Do Technology Readiness, …The critical factors impact on online customer satisfaction (2011)The critical factors impact o…Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance (2011)Service Quality in Software-a…Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? (2008)Building Citizen Trust toward…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. (1982)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Coefficient Alpha and the Internal Structure of Tests (1951)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Older Adults' Reasons for Using Technology while Aging in Place (2015)Diffusion of Innovations 1 (2019)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)From Intentions to Actions: A Theory of Planned Behavior (1985)The Measurement of Observer Agreement for Categorical Data (1977)Schedule for Affective Disorders and Schizophrenia for School-Age Children-Present and Lifetime Version (K-SADS-PL): Initial Reliability and Validity Data (1997)Interrater reliability: the kappa statistic (2012)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1991The theory of planned behavior90,729 cited
  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology68,271 cited
  • 2003User Acceptance of Information Technology: Toward A Unified View144,945 cited
  • 1960A Coefficient of Agreement for Nominal Scales42,335 cited
  • 1980Understanding Attitudes and Predicting Social Behavior25,805 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update11,772 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1991Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation9,145 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model18,741 cited
  • 2003Trust and TAM in Online Shopping: An Integrated Model18,618 cited
  • Cited by

    • 2013“Wii Will Rock You!” The Use and Effect of Figurative Language in Consumer Reviews of Hedonic and Utilitarian Consumption298 cited
    • 2015The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention1231 cited
    • 2011Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance206 cited
    • 2013It-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality1205 cited
    • 2018Cooperation and competition between online travel agencies and hotels193 cited
    • 2016The role of website quality and social capital in building buyers’ loyalty167 cited
    • 2011The critical factors impact on online customer satisfaction151 cited
    • 2018The relative importance of service quality dimensions in E-commerce experiences144 cited
    • 2008Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter?141 cited
    • 2016An Exploratory Study of the Formation and Impact of Electronic Service Failures1140 cited
    • 2015Do different kinds of trust matter? An examination of the three trusting beliefs on satisfaction and purchase behavior in the buyer–seller context117 cited
    • 2020The Impact of Perceived Risk on Consumers’ Cross-Platform Buying Behavior103 cited
    • 2017The art of appeal in electronic commerce100 cited
    • 2012How Do Technology Readiness, Platform Functionality and Trust Influence C2c User Satisfaction?100 cited
    • 2016Information Technology Continuance Intention95 cited
    • 2020Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model89 cited