Quality and effectiveness in Web-based customer support systems

By Solomon Negash, Terry Ryan, Magid Igbaria. Information Manager (The), 2003

543 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/6b1211ecf0142981749bad5475f479b5f9cc8a28

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Citations in the corpus

Consumer perception of interface quality, security, and loyalty in electronic commerce (2009, background): “Customer interface quality is a multi-faceted concept that is a measure of the shoppers’ perception of quality of a transaction from pre-to post-purchase [15].”
Understanding digital content marketing (2008, background): “…online service and customer support (e.g. Bitner et al. 2002; Croom and Johnston 2002; Janda et al. 2002; Kaynama and Black 2000; Kim et al. 2006; Negash et al. 2003; Parasuraman et al. 2005), but there is a marked paucity of literature on digital content marketing, or related areas such a…”
The effect of negative online consumer reviews on product attitude: An information processing view (2008, background): “The Information Systems (IS) literature defines the quality of information in terms of its credibility, objectivity, timeliness, understandability and sufficiency [5,31,34].”
Understanding e-learning continuance intention in the workplace: A self-determination theory perspective (2008, methodology): “Web-based surveys have been used in previous studies (Harp & Mayer, 1997; Negash, Ryan, & Igbaria, 2003; Teo et al., 1999).”
Virtual Customer Service Agents: Using Social Presence and Personalization to Shape Online Service Encounters (2014, background): “Tibert Verhagen Jaap van Nes Frans Feldberg Faculty of Economics and Business Administration, VU University Amsterdam, De Boelelaan 1105, room 3A-22, 1081 HV Amsterdam”
The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007, methodology): “This variable was measured using two items, “reviews provide useful information about the product” and “review information is helpful for me to understand the product,” with 1 as strongly disagree and 6 as strongly agree [18, 33].”
The impact of electronic word-of-mouth: The adoption of online opinions in online customer communities (2008, background): “elaboration of information quality into the four components of relevance, accuracy, timeliness, and comprehensives (Negash et al., 2002; Bailey and Pearson, 1983) added new insight into the ultimate effect these components ultimately have on information adoption.”
The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator (2008, background): “Most studies have evaluated web site quality from the shoppers’ perspective and developed multi-item scales to measure the entire online buying experience that includes the pre-purchase and post-purchase experiences of the customer (Negash et al., 2003; Wolfinbarger and Gilly, 2003).”
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model (2006, background): “Some studies have re-examined the IS success model including service quality as another important antecedent to user satisfaction (e.g. Kettinger and Lee, 1994, 1997; Pitt et al., 1995; Negash et al., 2003; Wang and Tang, 2003; Landrum and Prybutok, 2004).”
eWOM overload and its effect on consumer behavioral intention depending on consumer involvement (2008, background): “To measure this variable, four items regarding the perceptions of review information (informative; able to help you understand the product; useful to understand the product; able to offer necessary information) were asked [14,26].”
Examining the integrated influence of fairness and quality on learners’ satisfaction and Web‐based learning continuance intention (2007, methodology): “For example, Negash et al .”
Determinants of Continuous Intention on Food Delivery Apps: Extending UTAUT2 with Information Quality (2019, background): “Information quality refers to the value, validity, and usability of information that is the output of an information system as well as the quality of that output [23].”
The role of online and offline features in sustaining virtual communities: an empirical study (2007, background): “E-commerce researchers are increasingly recognizing the importance of user-based information contents in evaluating a web sites’ effectiveness (Negash et al., 2003; Cao et al., 2005).”