Descriptive Content Analysis on E-Service Research
Jung-Hwan Kim and
Sharron J. Lennon
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Jung-Hwan Kim: Department of Retailing, College of Hospitality, Retail and Sport Management, University of South Carolina, Columbia, SC, USA
Sharron J. Lennon: Department of Apparel Merchandising and Interior Design, Indiana University, Bloomington, IN, USA
International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 2017, vol. 8, issue 1, 18-31
Abstract:
The current study systematically and thoroughly reviewed the extant literature on e-service quality research to examine 1) how e-service is defined by researchers, 2) how e-service quality is defined by researchers, 3) what e-service quality scales and dimensions have been identified, 4) what outcome variables have been assessed in the e-service quality literature, and 5) what theories have been applied in the literature. A total of 72 articles published between 2003 and 2013 were content analyzed. The selected articles focused primarily on e-service quality in the context of B2C e-retailing. The findings of the study provide valuable information to e-service researchers by identifying gaps and disparities in the e-service quality literature. This study provides several crucial suggestions and directions for future research.
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jssmet:v:8:y:2017:i:1:p:18-31
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