Estudio bibliométrico de los modelosde medición del concepto de calidadpercibida del servicio en Internet

Resumen es: Los autores realizan un estudio bibliometrico de los modelos de evaluacion de la calidad percibida en Internet. Luego de una breve conceptualizacion y a...

[1]  David A. Griffith,et al.  An emerging model of Web site design for marketing , 1998, CACM.

[2]  John T. Bowen,et al.  A proposed model of the descriptors of service process , 2003 .

[3]  Robert A. Day How to write and publish a scientific paper , 1979 .

[4]  Rolph E. Anderson,et al.  Customer loyalty in e-commerce: an exploration of its antecedents and consequences , 2002 .

[5]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[6]  Robert J. Pavur,et al.  Information quality of commericial web site home pages: an explorative analysis , 2000, ICIS.

[7]  José Luis Sebastián Lamana Marketing de servicios , 1974 .

[8]  Raymond P. Fisk,et al.  The future of services marketing: forecasts from ten services experts , 2003 .

[9]  C. Gómez,et al.  Indicadores bibliométricos: origen, aplicación, contradicción y nuevas propuestas , 2005 .

[10]  Jakob Nielsen,et al.  Homepage Usability: 50 Websites Deconstructed , 2001 .

[11]  Cheol Park,et al.  A cross‐cultural comparison of Internet buying behavior: Effects of Internet usage, perceived risks, and innovativeness , 2003 .

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

[13]  Young-Gul Kim,et al.  Identifying key factors affecting consumer purchase behavior in an online shopping context , 2003 .

[14]  Leyland Pitt,et al.  Right first time in service:a checklist of best practice and the link to performance , 1997 .

[15]  Jonathan W. Palmer,et al.  Web Site Usability, Design, and Performance Metrics , 2002, Inf. Syst. Res..

[16]  Mary Jo Bitner,et al.  Tracking the evolution of the services marketing literature , 1993 .

[17]  Stewart Adam,et al.  A Model of Web Use in Direct and Online Marketing Strategy , 2002, Electron. Mark..

[18]  Shaohan Cai,et al.  Services quality dimensions of Internet retailing: an exploratory analysis , 2003 .

[19]  R. Fisk,et al.  Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts , 2000 .

[20]  Richard T. Vidgen,et al.  WebQual: An Exploration of Web-Site Quality , 2000, ECIS.

[21]  Peter F. Drucker,et al.  The New Realities , 1989 .

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

[23]  J. McAlexander,et al.  Service quality measurement. , 1994, Journal of health care marketing.

[24]  Lesley White,et al.  Internet retailing: Back to the Future , 2004 .

[25]  Malcolm Peel El servicio al cliente: guía para mejorar la atención y la asistencia , 1990 .

[26]  Sirkka L. Jarvenpaa,et al.  Consumer Trust in an Internet Store: A Cross-Cultural Validation , 2006, J. Comput. Mediat. Commun..

[27]  Adam Finn,et al.  Reliability Assessment and Optimization of Marketing Measurement , 1997 .

[28]  Charles Oppenheim,et al.  Do citations matter? , 1994, J. Inf. Sci..

[29]  A. Parasuraman,et al.  A conceptual framework for understanding e-service quality : implications for future research and managerial practice , 2000 .

[30]  M. Gilly,et al.  eTailQ: dimensionalizing, measuring and predicting etail quality , 2003 .

[31]  V. Zeithaml Service excellence in electronic channels , 2002 .

[32]  R. Oliver Measurement and evaluation of satisfaction processes in retail settings. , 1981 .

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

[34]  J. Carman Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[35]  Joseph O. Rentz,et al.  A measure of service quality for retail stores: Scale development and validation , 1996 .

[36]  Richard T. Vidgen,et al.  An Integrative Approach to the Assessment of E-Commerce Quality , 2002, J. Electron. Commer. Res..

[37]  J. J. Cronin,et al.  Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach , 2001 .

[38]  Rolph E. Anderson,et al.  E‐satisfaction and e‐loyalty: A contingency framework , 2003 .

[39]  Andrew Whinston,et al.  Frontiers of Electronic Commerce , 1996 .

[40]  Zhilin Yang,et al.  Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services , 2004 .

[41]  B. Mahadevan Business Models for Internet-Based E-Commerce: An Anatomy , 2000 .

[42]  S. G. Deshmukh,et al.  Service quality models: a review , 2005 .

[43]  Petra Schubert,et al.  Web assessment-measuring the effectiveness of electronic commerce sites going beyond traditional marketing paradigms , 1999, Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences. 1999. HICSS-32. Abstracts and CD-ROM of Full Papers.

[44]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[45]  Yi-Shun Wang,et al.  An Instrument for Measuring Customer Satisfaction Toward Web Sites That Market Digital Products and Services , 2001, J. Electron. Commer. Res..

[46]  Edward E. Rigdon,et al.  Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. , 2001 .

[47]  Richard T. Vidgen,et al.  Assessing the quality of auction Web sites , 2001, Proceedings of the 34th Annual Hawaii International Conference on System Sciences.

[48]  V. Zeithaml Service quality, profitability, and the economic worth of customers: What we know and what we need to learn , 2000 .

[49]  Moorsel A van Metrics for the Internet Age: Quality of Experience and Quality of Business , 2001 .

[50]  Petra Schubert,et al.  Extended Web Assessment Method (EWAM) - evaluation of e-commerce applications from the customer's viewpoint , 2002, Proceedings of the 35th Annual Hawaii International Conference on System Sciences.

[51]  F. Sánchez Metodología para la investigación en marketing y dirección de empresas , 1999 .

[52]  Zheng Zhou,et al.  Development and validation of an instrument to measure user perceived service quality of information presenting Web portals , 2005, Inf. Manag..

[53]  J. Hauser,et al.  The House of Quality , 1988 .

[54]  Análisis bibliométrico de la teoría de gestión estratégica basada en recursos y competencias , 2003 .

[55]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[56]  Steve Muylle,et al.  Measuring Web site Success: An Introduction to Web site User Satisfaction , 1999 .

[57]  P. Drucker El ejecutivo eficaz , 1989 .

[58]  V. Zeithaml,et al.  E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality , 2004 .

[59]  Audun Jøsang,et al.  Technologies for Trust in Electronic Commerce , 2004, Electron. Commer. Res..

[60]  Richard T. Vidgen,et al.  An Evaluation of Cyber-Bookshops: The WebQual Method , 2001, Int. J. Electron. Commer..

[61]  R. Bucklin,et al.  Modeling Purchase Behavior at an E-Commerce Web Site: A Task-Completion Approach , 2004 .

[62]  Naveen Donthu,et al.  The Internet Shopper , 1999 .

[63]  R. Teas,et al.  Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality , 1993 .

[64]  Charles A. McMellon,et al.  Exploring the determinants of retail service quality on the Internet , 2004 .

[65]  Viswanath Venkatesh,et al.  Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability , 2002, Inf. Syst. Res..

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

[67]  Gisela M. von Dran,et al.  User Expectations and Rankings of Quality Factors in Different Web Site Domains , 2001, Int. J. Electron. Commer..

[68]  Surya B. Yadav,et al.  Quality factors for DMSS assessment: an application of research frameworks , 2002 .

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

[70]  Jesús Nicolau Medina,et al.  Calidad, productividad y competitividad: la salida de la crisis , 1989 .

[71]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[72]  Ping Zhang,et al.  Satisfiers and dissatisfiers: a two-factor model for website design and evaluation , 2000 .

[73]  A. Parasuraman,et al.  Service quality delivery through web sites: A critical review of extant knowledge , 2002, Journal of the Academy of Marketing Science.

[74]  Roland T. Rust,et al.  Service Quality: New Directions in Theory and Practice , 1993 .

[75]  Paul Timmers,et al.  Business Models for Electronic Markets , 1998, Electron. Mark..

[76]  B. M. Velázquez La formación de la satisfacción/insatisfacción del consumidor y del comportamiento de queja: aplicación al ámbito de los restaurantes : tesis doctoral , 2004 .

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

[78]  A. Parasuraman,et al.  Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .

[79]  R. B. Woodruff,et al.  Modeling Consumer Satisfaction Processes Using Experience-Based Norms: , 1983 .

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

[81]  Gustavo Rossi,et al.  E-commerce Site Evaluation: a Case Study , 2000, EC-Web.

[82]  Duque Oliva,et al.  Revisión del concepto de calidad del servicio y sus modelos de medición , 2005 .

[83]  G. Mcdougall,et al.  A revised view of service quality dimensions: An empirical investigation , 1994 .

[84]  Richard T. Vidgen,et al.  Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange , 2003, Ind. Manag. Data Syst..

[85]  Minjoon Jun,et al.  Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives , 1970, Journal of Business Strategies.

[86]  Harold W. Webb,et al.  SiteQual: an integrated measure of Web site quality , 2004, J. Enterp. Inf. Manag..

[87]  A. Pritchard,et al.  Statistical bibliography or bibliometrics , 1969 .

[88]  Linda A. Webb,et al.  Business to Consumer Electronic Commerce Website Quality: Integrating Information and Service Dimensions , 2001 .

[89]  Frances Gaither Tucker,et al.  Creative Customer Service Management , 1983 .

[90]  Christian Grönroos Marketing y gestión de servicios: la gestión de los momentos de la verdad y la competencia en los servicios , 1994 .

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

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

[93]  J. Francis,et al.  Pirqual: a scale for measuring customer expectations and perceptions of quality in internet retailing , 2002 .

[94]  Petra Schubert,et al.  Web Assessment - A Model for the Evaluation and the Assessment of successful Electronic Commerce Applications , 1997, Electron. Mark..

[95]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[96]  Alison M. Dean Rethinking customer expectations of service quality: are call centers different? , 2004 .

[97]  Lesley White,et al.  Utilitarian and hedonic value across fulfillment-product categories of Internet shopping , 2004 .