Critical service quality encounters on the Web: an exploratory study
- 1 June 2004
- journal article
- Published by Emerald in Journal of Services Marketing
- Vol. 18 (4), 276-289
- https://doi.org/10.1108/08876040410542272
Abstract
Following the proliferation of e‐commerce and the Internet, there has been increasing interest in the evaluation of Web sites. However, most research on service quality evaluation has focused on people‐based services, rather than technologically‐based services. Specifically there is a paucity of research addressing service quality offered through Web sites. This paper addresses this issue by exploring critical factors in Web site service quality perceptions, using the critical incident technique. The paper further evaluates whether the same factors contribute to high and low quality perceptions. Additionally, the paper investigates the effect of the customer's search behavior while visiting the Web site (goal directed or experiential) on service quality perceptions. Implications for managers are addressed.Keywords
This publication has 39 references indexed in Scilit:
- Service quality of Internet search enginesJournal of Information Science, 1999
- Surfers and SearchersCornell Hospitality Quarterly, 1999
- Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service qualityInternational Journal of Research in Marketing, 1996
- The Internal Service EncounterInternational Journal of Service Industry Management, 1994
- A typology of retail failures and recoveriesJournal of Retailing, 1994
- Response Determinants in Satisfaction JudgmentsJournal of Consumer Research, 1988
- Clients as "Partial" Employees of Service Organizations: Role Development in Client ParticipationAcademy of Management Review, 1986
- Managing customers as human resources in service organizationsHuman Resource Management, 1986
- Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of InvolvementJournal of Consumer Research, 1983
- Human MotivationThe American Journal of Psychology, 1981