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Determinants of online service satisfaction and their impacts on behavioural intentions

Zeng, Fue; Hu, Zuohao; Rong, Chen; Yang, Zhilin - In: Total quality management & business excellence : an … 20 (2009) 9/10, pp. 953-969

Persistent link: https://www.econbiz.de/10003921601

Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange

Schumann, Jan Hendrik; Wangenheim, Florian von; … - In: Journal of international marketing 18 (2010) 3, pp. 62-80

Persistent link: https://www.econbiz.de/10008657427

Small business industrial buyers' price sensitivity : do service quality dimensions matter in business markets?

Zeng, Fue; Yang, Zhilin; Li, Yongqiang; Fam, Kim Shyan - In: Industrial marketing management : the international … 40 (2011) 3, pp. 395-404

Persistent link: https://www.econbiz.de/10008991583

Measuring consumer perceptions of online shopping convenience

Jiang, Ling; Yang, Zhilin; Jun, Minjoon - In: Journal of service management 24 (2013) 2, pp. 191-214

Persistent link: https://www.econbiz.de/10009742798

Customer-perceived value and loyalty : how do key service quality dimensions matter in the context of B2C e-commerce?

Jiang, Ling; Jun, Minjoon; Yang, Zhilin - In: Service business 10 (2016) 2, pp. 301-317

Persistent link: https://www.econbiz.de/10011722302

The effect of unrelated supporting service quality on consumer delight, satisfaction, and repurchase intentions

Wang, Xuehua - In: Journal of service research : JSR 14 (2011) 2, pp. 149-163

Persistent link: https://www.econbiz.de/10009266747

How consumers respond to embarrassing service encounters : a dehumanization perspective

Sun, Yixia; Wang, Xuehua; Hoegg, JoAndrea; Dahl, Darren W. - In: Journal of marketing research 60 (2023) 4, pp. 646-664

Persistent link: https://www.econbiz.de/10014322141

Assessing Customer Satisfaction with Non-Profit Organizations : Evidence from Higher Education

Huang, Lily; Yang, Zhilin; Hampton, Gerald M. - 2015

This study empirically examines several key issues concerned with assessing customer satisfaction in the context of higher education. Data were obtained from 1475 students, with various characteristics, who were enrolled at four large universities. The results indicate that dissatisfied and...

Persistent link: https://www.econbiz.de/10014152337

Customers' perceptions of online retailing service quality and their satisfaction

Jun, Minjoon; Yang, Zhilin; Kim, DaeSoo - In: International Journal of Quality & Reliability Management 21 (2004) 8, pp. 817-840

Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers:...

Persistent link: https://www.econbiz.de/10014800271

Services quality dimensions of Internet retailing: an exploratory analysis

Yang, Zhilin; Peterson, Robin T.; Cai, Shaohan - In: Journal of Services Marketing 17 (2003) 7, pp. 685-700

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique...

Persistent link: https://www.econbiz.de/10014904996