E-Service and the Consumer

By Roland T. Rust, Katherine N. Lemon. International Journal of Electronic Commerce, 2001

453 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/b88fb2c61aa1f550549a290d813802b1f20a5e2a

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Citations in the corpus

Understanding digital content marketing (2008, background): “Others have conceptualised e-service as information service (Rust and Lemon, 2001), since the primary value exchanged between the two parties is information, and there is evidence to suggest that the common perception of the Internet is that it is used mainly to gratify the need for information…”
An analysis of the e-service literature: towards a research agenda (2006, background): “One perspective on e-service is to conceptualise it as information service ( Rust and Lemon, 2001”
A consumer perspective of E-service quality (2005, background): “Numerous studies provided empirical evidence that perceived risks exert a systematic and significant influence on beliefs, attitudes, and behavioral intentions [69], [103], [104] on the Internet and e-service [113].”
Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding (2016, background): “In consequence, experience has become a key element of shopping (Rust & Lemon, 2001).”
E-service: a new paradigm for business in the electronic environment (2003, background): “raditional e-commerce is giving way to a new paradigm known as “e-service.” This emerging paradigm represents a coherent point of view that challenges many of the traditional assumptions about how to use the online environment to raise profits [ 6 ].”
An Empirical Study of Consumer Switching from Traditional to Electronic Channels: A Purchase-Decision Process Perspective (2004, background): “Many researchers have studied consumer demographics, the technological characteristics of virtual stores, and the unique ability of the Internet medium to provide interactive and personalized on-line shopping experiences [17, 47, 54, 55, 56, 74, 81].”
New service development: areas for exploitation and exploration (2002, background): “This may include service design features such as extra security measures (to build trust) and rewarding customers for referring others (Rust and Lemon, 2001; Reichheld and Schefter, 2000).”
Service quality models: a review (2005, background): “Rust and Lemon (2001) defined eservice as the role of service in cyberspace.”
eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping (2006, background): “These unsatisfying service encounters cause annual Web sales losses of several billion dollars per year (Rust and Lemon, 2001).”
WebQual: An Instrument for Consumer Evaluation of Web Sites (2007, background): “This further confirms the relevance of the total set of dimensions for Web site evaluation: information quality [18], functional fit-to-task [79], tailored information [83], trust [62, 66, 75, 90, 98], response time [36], ease of use [69, 88], intuitive operations [69, 88], visual appeal [45], consi”