Service excellence in electronic channels

By V. Zeithaml. 2002

519 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/a99c41929f474f010bdd95aca1c18828a8dc385b

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel (2003, background): “Although some of them addressed the complementarity of online and offline services ( Zeithaml, 2002”
Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services (2004, background): “Web-based services (hereinafter online services or e-services) offer customers a panoply of benefits such as enhanced control, ease of use, and reduced transaction charges (Scullion and Nicholas, 2001; Unsal and Movassaghi, 2001; Zeithaml, 2002).”
Integration of UTAUT model in internet banking adoption context (2019, background): “Customer service has proved to be a key element for achieving good website performance results in an online environment (Al-Qeisi et al. , 2014; Cristobal et al. , 2007; Ho and Lin, 2010; Wang et al. , 2017a; Zeithaml, 2002).”
Applying SERVQUAL to Web sites: an exploratory study (2003, unknown): “Hence, more research is needed (Zeithaml, 2002).”
Critical success factors for e-commerce entrepreneurship: an empirical study of Thailand (2009, background): “According to Zeithaml (2002), reliability is associated with the technical functioning of the site, particularly the extent to which it is available and functioning properly.”
Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? (2016, background): “…delivery (e.g. Sanders and Stappers 2008) 4 There is also a growing literature on service co-production in digital and virtual environments (e.g. Zeithaml 2002; Nambisan and Baron 2009; Gummerus 2010) 5 More broadly, the provision of residential care also co-creates value for society as a…”
Measuring Users’ Value Experience on a Travel Website (e-Value) (2015, result): “This is consistent with work on e-quality (Zeithaml 2002), since performance/ quality is seen by some authors as functional value (Sweeney, Soutar, and Johnson 1999; Sweeney and Soutar 2001).”
Customers' perceptions of online retailing service quality and their satisfaction (2004, background): “Zeithaml (2002) has emphasized that companies should focus on online service encompassing all cues and encounters that occur before, during, and after the transactions.”