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E-service quality from attributes to outcomes: The similarity and difference between digital and hybrid services

Vatolkina, Natalia; Gorbashko, Elena; Kamynina, Nadezhda; … - In: Journal of Open Innovation: Technology, Market, and … 6 (2020) 4, pp. 1-21

. Additionally, we seek to compare attributes that compose quality dimensions for hybrid and digital e-services. The study was based … hybrid e-services lie within the distribution of e-service attributes between quality dimensions. Ease of use and perceived … usefulness are the most essential attributes that have a direct influence on customer satisfaction. The findings show the …

Persistent link: https://www.econbiz.de/10012620452

Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail

Barann, Benjamin; Betzing, Jan H.; Niemann, Marco; … - In: Electronic Markets 32 (2020) 2, pp. 523-545

E-commerce has embraced the digital transformation and innovated with e-service touchpoints to improve customers’ experiences. Now some traditional, less-digitalized brick and mortar (BaM) retailers are starting to counteract the increasing competition by adopting digital touchpoints. However,...

Persistent link: https://www.econbiz.de/10014504404

A sustainable e-service quality model

Stamenkov, Gjoko; Dika, Zamir - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 414-442

Persistent link: https://www.econbiz.de/10011400717

Service convenience : on-line versus brick and mortar bookstores

Stephens, Paul; McGowan, Matthew K. - In: International journal of information systems in the … 7 (2015) 3, pp. 1-14

Persistent link: https://www.econbiz.de/10011283614

Using ontological e-services framework to orchestrate e-business process services

Chou, Tung-Hsiang; Lee, Ching-Chang; Lin, Chin-Wen - In: International journal of enterprise information systems … 11 (2015) 2, pp. 65-89

Persistent link: https://www.econbiz.de/10011312082

Service with an e-smile : employee authenticity and customer use of web-based support services

Turel, Ofir; Connelly, Catherine E.; Fisk, Glenda, M. - In: Information & management : the internat. journal of … 50 (2013) 2/3, pp. 98-104

Persistent link: https://www.econbiz.de/10009744089

How to design personalization in a context of customer retention : who personalizes what and to what extent?

Kwon, Kwiseok; Kim, Cookhwan - In: Electronic commerce research and applications 11 (2012) 1/6, pp. 101-116

Persistent link: https://www.econbiz.de/10009730271

Integrating service quality with system and information quality : an empirical test in the e-service context

Xu, Jingjun; Benbasat, Izak; Cenfetelli, Ronald T. - In: Management information systems : mis quarterly 37 (2013) 3, pp. 777-794

Persistent link: https://www.econbiz.de/10009787107

Exploring the factors motivating e-service users' WOM behaviour

Li, Hongxiu; Liu, Yong; Suomi, Reima - In: International journal of services technology and management 19 (2013) 4/5/6, pp. 187-200

Persistent link: https://www.econbiz.de/10009791697

The effect of culture in forming e-loyalty intentions : a cross-cultural analysis between Argntina and Spain

Belanche Garcia, Daniel; Casaló Ariño, Luis V.; … - In: Business research quarterly : BRQ 18 (2015) 4, pp. 275-292

Persistent link: https://www.econbiz.de/10011551353