Service quality and e‐commerce: an exploratory analysis

By J. Cox, B. Dale. 2001

543 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/5fd8fc326fed1ad2c79c70efd2b202066dfd287f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. Carlos Flavián
2. Miguel Guinaliu
3. Jamie Carlson
4. Aron O'Cass
5. Y. Lee
6. F. Knolle
7. Xiang Fang
8. Leslie Ball

In Marketing

1. Zhilin Yang
2. Y. Lee
3. Aron O'Cass
4. Xiang Fang
5. Jamie Carlson
6. Leslie Ball
7. Min Liu
8. Miguel Guinaliu

In Organizational Behavior and Human Resource Management

1. Carlos Flavián
2. Miguel Guinaliu
3. Jamie Carlson
4. Zhilin Yang
5. Aron O'Cass
6. Y. Lee
7. F. Knolle
8. Xiang Fang

Citations in the corpus

• Exploratory Factor Analysis ; Concepts and Theory (2014, background): “…(Lovett and Zeiss 2002), assessment of services quality dimensions of Internet retailing (Yang, Peterson et al. 2003), e-commerce service quality (Cox and Dale 2001), evaluation of animal movement (Brillinger, Preisler et al. 2004), Intranet adoption (Tang 2000), assessing the motivation (Morris…”
• TQM implementation and students' satisfaction of academic performance (2005, background): “(1996) and Cox and Dale (2001) is adopted.”
• Measuring the Quality of E-Banking Portals (2005, unknown): “The propositions outlined so far are consistent with empirical evidence, showing that the perceived quality of complex services is not reflected by a single quality rating of customers (Cox and Dale, 2001; Meuter et al. , 2000; van Riel et al. , 2001).”
• Evaluating Factors Influencing Consumer Satisfaction towards Online Shopping in China (2012, background): “Cox and Dale (2001) suggested that without a quality management approach that guarantees quality from its systems, staff and suppliers, a business will not be able to deliver the appropriate level of service quality to satisfy its customers.”
• Services quality dimensions of Internet retailing: an exploratory analysis (2003, background): “Service quality dimensions and Internet commerce While e-tailing shares much common ground with traditional retailing, some unique natures of the Internet such as means of impersonal communication and the Web site as an information system make it necessary to reexamine whether traditional service qu”
• Applying SERVQUAL to Web sites: an exploratory study (2003, methodology): “The aspects have been defined according to the categories of the model developed by Cox and Dale (2001, 2002 ) and are as follows: . clarity of purpose; . design; . communication; . reliability; . service and frequently asked questions; . accessibility and speed; . product or service choice; .…”
• Measuring customer perceived online service quality: Scale development and managerial implications (2004, background): “Cox and Dale (2001) propose that traditional service quality dimensions, such as competence, courtesy, cleanliness, comfort, and friendliness, are not relevant in the context of online retailing, whereas other factors, such as accessibility, communication, credibility, and appearance, are critical…”
• Exploring the adoption and processing of online holiday reviews: A grounded theory approach (2011, background): “This factor is frequently encountered in literature (e.g. Cox & Dale, 2001; 2 The authors of this paper combine 10 years professional experience (in tourism systems development and holiday marketing & distribution) with a research specialisation in the field of e-tourism.”
• The development of an e-travel service quality scale (2007, background): “The second aspect, website access, refers to the ability of users to access resources (including travel-related information and service features) on the travel website and it is related to the ease of connection and speed of download (Cox & Dale, 2001).”
• Perceived e‐service quality (PeSQ) (2007, background): “Cox and Dale (2001) show which traditional dimensions of service quality (e.”
• Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services (2004, background): “This unique feature of online services has motivated us to re-examine whether traditional service quality dimensions and their content are truly applicable to Internet-based services and to explore new quality dimensions (Cox and Dale, 2001).”
• Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites (2010, methodology): “Satisfaction was measured using a four item scale previously used by Cronin et al. (2000). Attitude towards the web site construct was measured using a five-item scale derived from previous web-based studies by Bruner and Kumar (2000), Chen and Wells (1999) and Stevenson et al.”
• Customers' perceptions of online retailing service quality and their satisfaction (2004, background): “develop a measurement instrument of online service quality, SITEQUAL, with four dimensions: ease of use, aesthetic design, processing speed, and security Cox and Dale (2001)”