Measuring Service Quality in E-Retailing

By Joel E. Collier, Carol C. Bienstock. 2006

1,110 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/8e8a892fba7acc93a58f744f4aa56cce18e30d85

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. Guy Assaker
2. Aron O'Cass
3. Riadh Ladhari
4. Jamie Carlson
5. Chiahui Yen
6. Petra Riefler
7. Katharina Petra Zeugner Roth
8. Iñaki Heras‐Saizarbitoria

In Marketing

1. Adamantios Diamantopoulos
2. Petra Riefler
3. Guy Assaker
4. Katharina Petra Zeugner Roth
5. Hsin-Wei Wang
6. Chi-Ming Wu
7. Aron O'Cass
8. Iñaki Heras‐Saizarbitoria

In Organizational Behavior and Human Resource Management

1. Guy Assaker
2. Jamie Carlson
3. Aron O'Cass
4. Chiahui Yen
5. Adamantios Diamantopoulos
6. Katharina Petra Zeugner Roth
7. Ying-Feng Kuo
8. Petra Riefler

Citations in the corpus

• Advancing formative measurement models (2008, background): “…issue) In this Special Issue Quality of market-oriented behaviors MIMIC model (LISREL) Brewer (2007) Journal of International Marketing Psychic distance n.a. Collier and Bienstock (2006) Journal of Service Research e-service quality SEM (AMOS) a Johnson et al. (2006) Journal of Advertising…”
• Understanding Customers' Satisfaction and Repurchase Intentions: An Integration of IS Success Model, Trust, and Justice (2011, background): “system crash) lead to unsatisfying shopping experience (Collier and Bienstock, 2006).”
• Effects of e‐service quality on loyalty intention: an empirical study in online auction (2008, background): “, 1997) and customer satisfaction and loyalty in the marketing field (Collier and Bienstock, 2006).”
• The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009, result): “Similar conclusions have been proposed in the studies of website and online shopping (Kuo, 2003; Lee & Lin, 2005; Collier & Bienstock, 2006; Hsu, 2006; Park & Kim, 2006; Bauer et al., 2006).”
• The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour (2011, positive): “The conceptualisation of service quality has its roots in the expectancy disconfirmation theory (Collier and Bienstock, 2006), so the evaluation of service quality results from comparing the perception of service received to prior expectations of what that service should provide (Choi et al.”
• Determinants of customer repurchase intention in online shopping (2009, methodology): “Online vendors must be prepared to take proactive steps to prevent or minimise the distrust that results from a service failure, because failure to do so will ultimately influence a customer’s future purchase behaviour (Collier and Bienstock, 2006).”
• The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia (2013, background): “…hierarchical models to represent or measure service quality in terms of conceptualising and identifying the dimensions of perceived service quality in a diverse range of service contexts (e.g., Collier & Bienstock, 2006; Fassnacht & Koese, 2006) including sport and leisure (Brady & Cronin, 2001).”