Kim, Jung-Hwan; Lennon, Sharron J. - In: International Journal of Service Science, Management, … 8 (2017) 1, pp. 18-31
The current study systematically and thoroughly reviewed the extant literature on e-service quality research to examine 1) how e-service is defined by researchers, 2) how e-service quality is defined by researchers, 3) what e-service quality scales and dimensions have been identified, 4) what...