Conceptualization and assessment of E-service quality for luxury brands
- 11 September 2018
- journal article
- research article
- Published by Taylor & Francis Ltd in The Service Industries Journal
- Vol. 40 (5-6), 436-470
- https://doi.org/10.1080/02642069.2018.1517755
Abstract
Designed as a two-part study, the current study systematically evaluates the e-service quality performance of luxury fashion websites (Study 1) and investigates actual shoppers’ perceptions and evaluations of the e-service quality of luxury fashion websites and their influence on e-satisfaction and e-loyalty (Study 2). This study further examines the moderating role of luxury online shoppers’ income levels in the relationship among perceptions and evaluations of e-service quality, e-satisfaction, and e-loyalty. The results of the study confirm a preliminary stage of e-commerce development for luxury fashion websites, revealing a large gap between online and offline experiences. The comprehensive e-service attributes identified and empirically tested in the study will be useful to both academic researchers and industry practitioners not only for assessing current e-service quality, but also identifying specific areas for improvement.Keywords
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