Marketing to and serving customers through the internet: An overview and research agenda

By George M. Zinkhan, Kishore Pillai, Mélanie Provost, Yue Pan. 2002

393 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/36c293386e91c9062eaec03ee34e9a91090031be

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Citations in the corpus

Designing Multi-Interface Service Experiences (2008, background): “In short, modern service design requires multidisciplinary approaches, methods, and tools (Chesbrough and Spohrer 2006; Hill et al. 2002; Parasuraman and Zinkhan 2002).”
Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel (2003, methodology): “Because use of the Internet for service provision is still a new area of research, qualitative methods are useful in gaining a deeper understanding of the phenomena ( Parasuraman and Zinkhan, 2002”
The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention (2010, background): “In the web-shopping context, customers evaluate their online purchase experiences in terms of perceptions regarding product information, form of payment, delivery terms, service offered, risk involved, privacy, security, personalization, visual appeal, navigation, entertainment and enjoyment (Burke,”
Intentions to use mobile services: Antecedents and cross-service comparisons (2005, background): “Understanding how companies should interact with their customers and deliver services in electronic environments is of decisive importance (Parasuraman and Zinkhan 2002).”
Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology (2010, background): “Prior work on services has highlighted the importance of customer service support in service delivery on the Internet (e.g., Barua et al., 2001; Diese et al., 2000; Parasuraman and Zinkhan, 2002).”
What drives consumers to shop online? A literature review (2004, background): “In the online shopping context, consumers evaluate their Internet shopping experiences in terms of perceptions regarding product information, form of payment, delivery terms, service offered, risk involved, privacy, security, personalization, visual appeal, navigation, entertainment and enjoyment (B”
Attracting tourists to travel companies’ websites: the structural relationship between website brand, personal value, shopping experience, perceived risk and purchase intention (2018, background): “Consumers use their experiences to assess services, product information, risk, privacy, payments and warranty (Chu & Li, 2008; Mathwick, Malhotra, & Rigdom, 2001; Parasuraman & Zinkhan, 2002).”
Value in business markets : what do we know? where are we going? (2005, background): “For an initial review of the existing literature on value please refer to Payne and Holt (1999) and Tzokas and Saren (1999) who are affiliated with an international academic group, which under the umbrella of drelationship marketingT has explored themes such as (marketing) relationships, creation of”
Customers' Perception of Electronic Service Delivery in the UK Retail Banking Sector (2006, background): “The proliferation of, and rapid advances in, technology-based systems, especially those related to the internet, are leading to fundamental changes in how companies interact with customers ( Parasuraman and Zinkhan, 2002”
Quality of Electronic Services (2006, background): “Akin to research on traditionalservices, 1 the conceptualization and measurement of quality is a major issue on the research agenda for electronic services (Bitner 2001; Grove, Fisk, and John 2003; Parasuraman and Zinkhan 2002).”