Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success

By Ronald T. Cenfetelli, Izak Benbasat, Sameh Al-Natour. Information systems research, 2008

311 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/f82fc18ce16550c7fce28624862607567917a647

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Citations in the corpus

Use of AI-based tools for healthcare purposes: a survey study from consumers’ perspectives (2020, methodology): “We conducted Harman ’ s one-factor test to check if the common method bias would be a problem [71].”
“Wii Will Rock You!” The Use and Effect of Figurative Language in Consumer Reviews of Hedonic and Utilitarian Consumption (2013, background): “A large body of recent research demonstrates that usergenerated content significantly impacts product evaluation, decision making, and purchase behavior (Ansari, Essegaier, and Kohli 2000; Cenfetelli et al. 2008; Chevalier and Mayzlin 2006; Daugherty et al. 2008; Forman et al. 2008; Ghose and Ipeiro”
Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context (2013, methodology): “The proposed effect of perceived IQ on perceived SQ is also consistent with the arguments made by Cenfetelli et al. (2008), who theorized the effect of perceived service functionality on perceived SQ. Service functionality is the extent to which a website uses IT to provide services, including…”
Leveraging Digital Technologies: How Information Quality Leads to Localized Capabilities and Customer Service Performance (2013, background): “Finally, customers, who can often be cocreators of services, are becoming more demanding and localized personalization is the key to effective customer service performance (Cenfetelli et al. 2008; Harvey et al. 1997; Vargo and Lusch 2004; Zeithaml et al. 1985).”