Electronic Retailing and Service Quality

Jung-Hwan Kim () and Sharron J. Lennon ()
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Jung-Hwan Kim: University of South Carolina Columbia
Sharron J. Lennon: University of Delaware

Chapter Chapter 7 in Service Management, 2012, pp 97-116 from Springer

Abstract: Abstract The organization of this chapter is as follows. In the first section, we define electronic commerce (hereafter, e-commerce), electronic retailing (hereafter, e-retailing), electronic service (hereafter, e-service), electronic service quality (hereafter, e-service quality) and discuss the importance of e-retailing and e-service quality. In the second section, we review literature on e-service in relation to customer satisfaction (hereafter, e-satisfaction) and electronic loyalty (hereafter, e-loyalty). In the third section, we describe and critique various scales developed to measure or assess e-service quality. Finally, we offer managerial implications.

Keywords: Service Quality; Online Retailer; Online Banking; Electronic Service; Customer Review (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4614-1554-1_7

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DOI: 10.1007/978-1-4614-1554-1_7

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