Service quality delivery through web sites: A critical review of extant knowledge

Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

[1]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[2]  A. Parasuraman,et al.  Communication and Control Processes in the Delivery of Service Quality , 1988, Journal of Marketing.

[3]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[4]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[5]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence , 1988 .

[6]  D. Cowles.  Consumer perceptions of interactive media , 1989 .

[7]  Fred D. Davis,et al.  User Acceptance of Computer Technology: A Comparison of Two Theoretical Models , 1989 .

[8]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[9]  Lawrence A. Crosby,et al.  Consumer Acceptance of Interactive Media in Service Marketing Encounters , 1990 .

[10]  A. Parasuraman,et al.  Delivering quality service : balancing customer perceptions and expectations , 1990 .

[11]  Peter A. Todd,et al.  Perceived Usefulness, Ease of Use, and Usage of Information Technology: A Replication , 1992, MIS Q..

[12]  Timothy Paul Cronan,et al.  On the Test-Retest Reliability of Perceived Usefulness and Perceived Ease of Use Scales , 1993 .

[13]  Albert H. Segars,et al.  Re-examining perceived ease of use and usefulness , 1993 .

[14]  Girish H. Subramanian,et al.  A Replication of Perceived Usefulness and Perceived Ease of Use Measurement , 1994 .

[15]  Susan Fournier,et al.  Technological consumer products in everyday life : ownership, meaning, and satisfaction : working paper , 1995 .

[16]  Mark Keil,et al.  Usefulness and ease of use: field study evidence regarding task considerations , 1995, Decis. Support Syst..

[17]  D. Hoffman,et al.  Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations , 1996 .

[18]  Mary Ann Eastlick.  Consumer intention to adopt interactive teleshopping : working paper , 1996 .

[19]  Gerd F. Kamiske.  Return on Quality , 1996 .

[20]  P. A. Dabholkar.  Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality , 1996 .

[21]  Peter A. Todd,et al.  Consumer Reactions to Electronic Shopping on the World Wide Web , 1996, Int. J. Electron. Commer..

[22]  Paul Zellweger,et al.  Web-based Sales: Defining the Cognitive Buyer , 1997 .

[23]  J. Bakos.  Reducing buyer search costs: implications for electronic marketplaces , 1997 .

[24]  H. Henderson.  Web-based Sales: Defining the Cognitive Buyer Web-based Sales: Defining the Cognitive Buyer Web-based Sales: Defining the Cognitive Buyer Web-based Sales: Defining the Cognitive Buyer Web-based Sales: Defining the Cognitive Buyer , 1997 .

[25]  Gerald L. Lohse,et al.  A Classification of Internet Retail Stores , 1997, Int. J. Electron. Commer..

[26]  John G. Lynch,et al.  Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces , 1997 .

[27]  Alladi Venkatesh,et al.  Cybermarketscapes and consumer freedoms and identities , 1998 .

[28]  David A. Griffith,et al.  An Examination of the Web-Based Strategies of the Top 100 U.S. Retailers , 1998 .

[29]  S. Fournier,et al.  Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies , 1998 .

[30]  Gerald L. Lohse,et al.  Electronic shopping , 1998, CACM.

[31]  Donna L. Hoffman,et al.  Building consumer trust online , 1999, CACM.

[32]  Martha G. Russell,et al.  The Impact of Perceived Channel Utilities, Shopping Orientations, and Demographics on the Consumer's Online Buying Behavior , 2006, J. Comput. Mediat. Commun..

[33]  Gerald L. Lohse,et al.  An Information Search Cost Perspective for Designing Interfaces for Electronic Commerce , 1999 .

[34]  Qimei Chen,et al.  Attitude Toward the Site , 1999 .

[35]  R. Bharat Rao,et al.  Browsers or Buyers in Cyberspace? An Investigation of Factors Influencing Electronic Exchange , 2006, J. Comput. Mediat. Commun..

[36]  D. V. Poel,et al.  Consumer Acceptance of the Internet as a Channel of Distribution , 1999 .

[37]  Jakob Nielsen,et al.  Designing Web Usability: The Practice of Simplicity , 1999 .

[38]  M. Culnan,et al.  Information Privacy Concerns, Procedural Fairness, and Impersonal Trust: An Empirical Investigation , 1999 .

[39]  Dan Ariely,et al.  Controlling the Information Flow: Effects on Consumers' Decision Making and Preferences , 2000 .

[40]  David M. Szymanski,et al.  E-satisfaction: an initial examination , 2000 .

[41]  Donna L. Hoffman,et al.  Measuring the Customer Experience in Online Environments: A Structural Modeling Approach , 2000 .

[42]  Batya Friedman,et al.  Trust online , 2000, CACM.

[43]  Maurice Mulvenna,et al.  Personalization on the Net using Web Mining , 2000 .

[44]  Samer Faraj,et al.  The Role of Intermediaries in the Development of Trust on the WWW: The Use and Prominence of Trusted Third Parties and Privacy Statements , 2006, J. Comput. Mediat. Commun..

[45]  Richard T. Watson,et al.  Webqual(tm): a web site quality instrument , 2000 .

[46]  Maurice D. Mulvenna,et al.  Personalization on the Net using Web mining: introduction , 2000, CACM.

[47]  Chang Liu,et al.  Exploring the factors associated with Web site success in the context of electronic commerce , 2000, Inf. Manag..

[48]  M. Gilly,et al.  Shopping Online for Freedom, Control, and Fun , 2001 .

[49]  R. Peterson,et al.  Taking the pulse of Internet pharmacies. , 2001, Marketing health services.

[50]  John G. Lynch,et al.  Wine Online: Search Costs Affect Competition on Price, Quality, and Distribution , 2000 .

[51]  Ananthanarayanan Parasuraman,et al.  Techno-Ready Marketing: How and Why Your Customers Adopt Technology (Маркетинг технологий: как и почему Ваши потребители принимают технологии) , 2001 .

[52]  J. Dupree.  Techno‐Ready Marketing: How and Why Your Customers Adopt Technology , 2002 .

[53]  M. Gilly,et al.  .comQ: Dimensionalizing, Measuring, and Predicting Quality of the E-tail Experience , 2002 .