The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer’s ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer’s integrity regarding financial and privacy issues), sensation (interactive features of the e‐retailer’s Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi‐item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed.

Older consumers comprise a growing but under‐represented segment of Internet users. However, compared to many younger groups, members of this segment often possess more discretionary time and income. This presents a significant opportunity for marketers of Internet related products and services. In order to better understand older individuals’ attitudes and motivations concerning Internet usage, phenomenological interviews were conducted among six Internet users and six non‐users. From the emic perspective of the informants, and the etic interpretation of the transcripts, the following six themes characterizing differences between Internet using and Internet non‐using older individuals emerged: Reference group affiliation, Technology schema, Resistance to change, Nature of social relations, Perception of reality, and Physical dexterity. The marketing implications of these findings are identified and discussed.

The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi‐structured depth interviews with 58 online shoppers to uncover key aspects of Internet service quality. Results indicate that consumers evaluate the service of Internet marketers in terms of five major dimensions: performance, access, security, sensation, and information. While marketing academicians may use the study’s findings as a framework to develop measures to empirically assess Internet service quality, online retailers may use our findings as a resource while constructing, managing, and evaluating their marketing strategies.

ABSTRACT

This study uses an Internet survey of 247 full-time marketing faculty members and 43 marketing department heads at 167 American Assembly of Collegiate Schools of Business (AACSB) universities to examine perceptions of characteristics and abilities crucial for marketing department head effectiveness. It also examines crucial department success measures for judging a marketing department head’s effectiveness. Implications for faculty, department heads, and university administrators are addressed.