A conceptual framework for understanding e-service quality : implications for future research and managerial practice

By V. Zeithaml, A. Parasuraman, Arvind Malhotra. 2000

960 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/076a5fba3b24bed5555a3de058b76f8dd6fff295

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Citations in the corpus

Critical success factors for e-commerce entrepreneurship: an empirical study of Thailand (2009, background): “Reliability can be one of the most significant measures used to assess customer perceptions of e-commerce service quality (Zeithaml et al. 2000; Voss 2003).”
The personalization privacy paradox: An exploratory study of decision making process for location-aware marketing (2011, methodology): “We measured personalization (PER) using three seven-point Likert scale items to reflect how much the LAM can be tailored to individuals' preferences, location and needs [68].”
Customer Satisfaction in Virtual Environments: A Study of Online Investing (2003, background): “In online settings that are oriented toward self-service with little human interaction , many conventional service quality dimensions (including some in the well-known SERVQUAL instrument of Parasuraman et al. 1988) are less relevant (Zeithaml et al. 2000).”
Measuring customer perceived online service quality: Scale development and managerial implications (2004, background): “Additionally, many customers have not yet formed clear expectations for online retailers (Zeithaml et al., 2001).”
Development and validation of an instrument to measure user perceived service quality of information presenting Web portals (2005, background): “Most previous studies, however, have focused either on the service quality of transaction-based or retailing oriented Web sites [9,19,35,51–56] or on the Web design quality [5,33,57,58].”