Quality of Electronic Services

By M. Fassnacht, Ibrahim Koese. 2006

425 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/90eeaf6b253f0c7735f35cb6c1757d568fa5074a

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. Billy Bai
2. Ivan Wen
3. Guy Assaker
4. Ulrike Gretzel
5. R. Law
6. Jamie Carlson
7. Aron O'Cass
8. T. Falk

In Marketing

1. Hung-Che Wu
2. R. Law
3. Mengyun Li
4. Guy Assaker
5. Tao Li
6. T. Falk
7. Aron O'Cass
8. Eleonora Pantano

In Organizational Behavior and Human Resource Management

1. Hung-Che Wu
2. Mengyun Li
3. Ivan Wen
4. Guy Assaker
5. Jamie Carlson
6. Ulrike Gretzel
7. Tao Li
8. Aron O'Cass

Citations in the corpus

• Marketing robot services in hospitality and tourism: the role of anthropomorphism (2019, methodology): “Services scholars developed the eService paradigm – providing service over electronic networks (Rust & Kannan, 2003, p. 38) – to conceptualize the impact on customers (e.g. Collier & Bienstock, 2006; Fassnacht & Koese, 2006; Parasuraman, Zeithaml, & Malhotra, 2005).”
• A Study of Experiential Quality, Perceived Value, Heritage Image, Experiential Satisfaction, and Behavioral Intentions for Heritage Tourists (2017, background): “…restaurant industry (Wu, 2013), the exhibition industry (Gottlieb, Brown, & Drennan, 2011), the telecommunication industry (Clemes et al., 2014; Fassnacht & Koese, 2006; Lu et al., 2009), and four service industries (fast-food, photograph developing, amusement parks, and dry cleaning; Brady &…”
• 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).”
• Factors affecting the online travel buying decision: a review (2009, background): “Because of high transparency of price, consistent delivery of high service quality becomes a primary determinant of advantage for companies competing in e-commerce (Fassnacht and Koese, 2006).”
• The impact of website quality on customer satisfaction and purchase intentions : evidence from Chinese online visitors (2008, background): “However, as Fassnacht and Koese (2006) pointed out, substantial empirical research endeavors are needed for electronic services in terms of the positive impact of online service quality on other constructs including customer satisfaction and loyalty.”
• Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites (2010, background): “context of e-retail have studied the determinants e-service quality (e.g. Collier and Bienstock, 2006; Loiacono et al., 2002; Long and McMellon, 2004; Parasuraman et al., 2005; Fassnacht and Koese, 2006; Wolfinbarger and Gilly, 2003), consumer satisfaction (e.”
• The service quality-satisfaction link revisited: exploring asymmetries and dynamics (2010, methodology): “In line with the existing literature, we conceptualize e-service quality as a multidimensional construct of higher order (Brady and Cronin 2001; Fassnacht and Koese 2006).”
• A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2018, background): “…gaming industry (Wu, 2014a; Wu & Hsu, 2012), the quick service restaurant industry (Wu, 2013), the telecommunication industry (Clemes et al., 2014; Fassnacht & Koese, 2006; Lu et al., 2009), Brady and Cronin’s (2001) study across four service industries (fast-food, photograph developing,…”
• Enhancing the online decision-making process by using augmented reality: A two country comparison of youth markets (2017, background): “…time (which may vary according to consumer’s personal needs), as well as to provide high quality of information, in terms of availability, accessibility, completeness, accuracy and adequacy that might determine the overall usefulness of the system (Wixom and Todd, 2005; Fassnacht and Koese, 2006).”