PurposeThe purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context.Design/methodology/approachStudy 1 derived scale items from the literature by content analysis. Study 2 extracted items from two quantitative data sets, gathered by questionnaire from 172 and 125 online shoppers, by exploratory factor and reliability analyses. Study 3 applied psychometric testing and confirmatory factor analysis to data from a survey of 178 e‐shoppers.FindingsThe outcome is “E‐tail SQ”, a 15‐item scale to measure five key user values (labelled ease of use, information content, fulfilment reliability, security/privacy and post‐purchase customer service). These scale items derived from French data are found to be similar to those identified in previous international studies, except that French e‐shoppers place more emphasis than their English‐speaking counterparts on internet security and privacy of personal information.Research limitations/implicationsThe sample profiles place limits on the applicability of the scale across markets and service categories. Further research must be conducted to improve its external validity.Practical implications“E‐tail SQ” can help online retailers in the French marketplace to measure service quality delivered, and thereby to improve it, and may be transferable to other national markets.Originality/valueThis new scale for the measurement of service quality in a specific cultural environment offers online retailers a framework within which to manage their web‐based relationships with a growing number of online shoppers.

Both France and Canada rank as highly developed tourist destinations. This study compares the underexplored area of the needs of tourists who are disabled in France ( n = 25) and Canada ( n = 24). The authors examine Canada’s and France’s accommodation to both domestic and international tourists who have disabilities, giving the study a unique perspective in comparing and contrasting results to the same questions across similar populations in two countries. The results indicate that neither country’s tourism industry has developed an effective policy to accommodate tourists who have disabilities indicated by significant barriers existing that exclude segments of the disabled population. This article takes the words of those with disabilities to recommend steps necessary to improve the tourism opportunities with this population.

No abstract

PurposeThe purpose of this paper is to explore consumer behavior regarding women's decisions concerning fashion in the emerging marketing of Kazakhstan.Design/methodology/approachLiterature review formed the basis of the questions asked to several focus groups and in‐depth interviews of 48 Kazakhs representing the average age of Kazakhstan. The approach of the paper is exploratory as there is not a lot of research concerning the Kazakhstani marketplace.FindingsKazakhstani women are becoming aware of their rights to choose clothing and location of purchase. They expect to be treated with respect. The women are value conscious, thinking brand names enhance the value of clothing and will shop sales regardless of the actual discount. Kazakhstani women are extremely fashion conscious and look to the media for current fashions. They are wary of anything coming out of China. There are five market segments into which these women can be divided.Research limitations/implicationsThe study was done in Almaty and may not reflect people outside urban Kazakhstan.Practical implicationsKazakhstan is opening as a marketplace. In order to understand how to market in Kazakhstan, firms must understand what is wanted and this paper begins this exploration.Originality/valueThis market is unexplored both academically and by many clothing manufacturers. This market is opening and thus information concerning the marketplace is necessary.