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E-service quality and e-retailers: Attribute-based multi-dimensional scaling · Study

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ArticleE-service quality and e-retailers: Attribute-based multi-dimensional scaling

Prateek Kalia2020

Article2020

E-service quality and e-retailers: Attribute-based multi-dimensional scaling

Prateek Kalia · Justin Paul

97 citations·0/0 files stored·Computers in Human Behavior

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Customer Service Quality and Loyalty Digital Marketing and Social Media Consumer Behavior and Marketing Influence

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 97 citations exist upstream.

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1997Strategic Brand Management: Building, Measuring, and Managing Brand Equity 2004E-S-QUAL 2000E-commerce: the role of familiarity and trust 2000Strategic Brand Management: Building, Measuring, and Managing Brand Equity.2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn 2008Consumer e-shopping acceptance: Antecedents in a technology acceptance model 2011Exploring customer brand engagement: definition and themes

Cited by

2023Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience 2022The impact of convenience in a click and collect retail setting: A consumer-based approach 2023The impact of AI-powered technologies on aesthetic, cognitive and affective experience dimensions: a connected store experiment 2020The effect of assortment and fulfillment on shopping assistance and efficiency: An e-tail servicescape perspective 2024Determinants of virtual reality stores influencing purchase intention: An interpretive structural modeling approach 2022How augmented reality can improve e-commerce website quality through interactivity and vividness: the moderating role of need for touch 2021Deciphering the impact of responsiveness on customer satisfaction, cross-buying behaviour, revisit intention and referral behaviour 2021Importance of offline service quality in building loyalty of OC service brand

Details

Year2020

Typearticle

Published2020-10-21

VenueComputers in Human Behavior

ISSN-L0747-5632

Languageen

Citations97

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.chb.2020.106608

openalex_workW3093620554

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