Service quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is essentially costless, feasible, and easier than comparisons of products through traditional channels, service quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has incubative and active dimensions for increasing hit rates, stickiness, and customer retention. The incubative dimension consists of: ease of use, appearance, linkage, structure and layout, and content. The active dimension consists of reliability, efficiency, support, communication, security, and incentives. The importance and implications of each determinant are presented.

Through a detailed review of the service quality and (dis)satisfaction literatures, this paper presents a theoretical model exploring the interrelationship between expectations, affective post-purchase states and affective behaviour. Drawing together a comprehensive hierarchy of expectations culled from the service quality literature, the authors seek to apply levels of expectation to specific post-purchase affective states and affective behaviour. The authors argue that consumers have two types of expectation that influence post-purchase affective states: the core or predictive 'will be' expectation; and peripheral expectations -that can range from the ideal standard to the minimum tolerable level. By applying the levels-ofexpectation approach to the expectation-disconfirmation paradigm, the authors argue that there are four types of post-purchase affective states: delight, satisfaction (or positive indifference), acceptance (or negative indifference) and dissatisfaction. These four states may lead onto affective action -ie varying degrees of complaining or complimenting behaviour. The paper presents 11 propositions relating to expectations and their interrelationship with post-purchase affective states and subsequent consumer behaviour, with the aim of stimulating further scholarly enquiry. The managerial implications of the analysis are also considered.

Introduction ± intangibility as a key service characteristicThe literature highlights intangibility as one of the fundamental characteristics of services (Wolak et al., 1998). Cowell (1984) noted that services are: . . . not possible to taste, feel, see, hear or smell before they are purchased. Tangibility as a service quality dimensionWithin the service quality literature, it is generally agreed that service quality is a multidimensional concept that can mean different things to different people (Mersha and Adlakha, 1992). Tangibles constitute one of the few dimensions to have been consistently adopted by different researchers in their research of service quality (Gro È nroos, 1984;Lehtinen and Lehtinen, 1991;Parasuraman et al., 1985). The term`t angibles'', or``physical quality'', usually refers to the tangible elements of the services ± including the appearance of the physical facilities, tools and equipment, personnel, communication materials, other physical features used to provide the service, and other customers in the service facility. Lehtinen and Lehtinen (1991) further divided their`p hysical quality'' into physical product (a good or goods consumed during the service production process) and physical support (the The author

Image formation has been seen as important in destination marketing. However, image formation and development is a complex process that is intricately entwined with the destination selection process. A variety of sources helps to form the image of a destination in the mind of a potential holidaymaker. Similar factors will also influence consumer expectations. This paper uses the People's Republic of China as an example, and explores the role tour operators play in creating and developing image and expectations when there is lack of personal experience or word-of-mouth communications. Content analysis is used to examine the role of promotional materials used by tour operators in forming image and expectations. Results indicate that tour operators use their promotional material to create a heritage tourism image in China. This image may also result in inappropriate expectations of the holiday experience overall and hence potentially result in elements of dissatisfaction.

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