The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service

Purpose – Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers.Design/methodology/approach – An empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment.Findings – Findings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from on...

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