E-service quality: an internal, multichannel and pure service perspective

Barrutia, José M.; Abando, Jon Charterina; Gilsanz, Ainhize

doi:10.1080/02642060902793508

Cited by 25 publications

(10 citation statements)

References 71 publications

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“…Even in the same industry, these dimensions depend on the type of user service (Barrutia et al, 2009). For instance, informational content is essential to portal web and internet banking services and less important for companies such Amazon.com that produce physical products (Barrutia et al, 2009). Kim and Stoel's study (2004) uses the 36-item scale developed by Loiacono et al (2002) and reports a different number of dimensions for the apparel industry.…”

Section: Dimensionality Of the E-sq Constructmentioning

confidence: 97%

“…E-service quality dimensions tend to be contingent on the service industry involved. Even in the same industry, these dimensions depend on the type of user service (Barrutia et al, 2009). For instance, informational content is essential to portal web and internet banking services and less important for companies such Amazon.com that produce physical products (Barrutia et al, 2009).…”

Section: Dimensionality Of the E-sq Constructmentioning

confidence: 99%

See 1 more Smart Citation

Developing e-service quality scales: A literature review

Ladhari

2010

Journal of Retailing and Consumer Services

314

186

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Section: Dimensionality Of the E-sq Constructmentioning

confidence: 97%

Section: Dimensionality Of the E-sq Constructmentioning

confidence: 99%

Developing e-service quality scales: A literature review

Ladhari

2010

Journal of Retailing and Consumer Services

314

186

View full text Add to dashboard Cite

“…Although e-commerce is mainly used in multi-channel distribution in the services industry (Barrutia, Charterina, & Gilsanz, 2009), it may also provide an opportunity for virtual expansion, especially for small companies starting their internationalization processes (Alexander & Doherty, 2009). Moreover, since the Internet minimizes location disadvantages (Evangelista, 2005), it enables even small firms to expand beyond their own boundaries from the beginning of their activity as born-globals (Foscht et al, 2006;Thai & Chong, 2008).…”

Section: Firm Characteristics Of International Retailersmentioning

confidence: 99%

Internationalization patterns in fashion retail distribution: implications for firm results

Mollá‐Descals¹,

Frasquet²,

Ruiz‐Molina³

2011

The Service Industries Journal

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Fashion retailers have been intensively involved in internationalization processes, leading to an upsurge of some global fashion brands. Notwithstanding, internationalization processes may differ across retailers and also their results in their overseas ventures. This paper aims at shedding additional light on fashion retail internationalization, proposing two objectives: first, it aims at identifying several internationalization patterns in fashion retailing. Second, after identifying several retailer profiles, we test for significant differences in their financial results. With chi-square automatic interaction detection analysis, we identify four groups of retailers whose internationalization patterns, as well as their profits, cash flows and solvency ratios differ significantly. Therefore, internationalization does not always guarantee a good performance for fashion retailers.

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“…However, besides e-commerce and communications purposes, the Internet has served others purposes such as: social bonding (Chen and Chiu 2009) , online service quality (Barrutia et al 2009) and its measurement (Liu et al 2010), Customer Relationship Management, external information acquisition for strategic decision, market research, online word of mouth, virtual world marketing, and business intelligence.…”

Section: Theoretical Relation Between Mo and Web 20mentioning

confidence: 99%

Do market oriented firms adopt Web 2.0 technologies? An empirical study in hospitality firms

Lim

Saldaña

2011

Int Entrep Manag J

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Market Orientation (MO) has been of paramount importance for business performance, innovation, and marketing. It has called the attention of many researchers. Market orientation involves the generation of market intelligence, intelligence dissemination and responsiveness. Firms have been adopting different information technologies and the internet to generate and disseminate market intelligence. The Web 2.0 and its applications are being used by both customers and firms, and firms are adopting them to support different aspects of the organization. On the other hand, since users are generating enormous quantities of content on the internet it seems that a lot of market intelligence could be captured from the Web. Therefore, it was worth to ask if market oriented firms are adopting Web 2.0. This article studied the relationship between MO and the adoption of Web 2.0 technologies in the hospitality industry using a structural equation modeling approach and based on the findings the relation between MO and the adoption of Web 2.0 was confirmed. Finally conclusions and implications of the results are discussed and several lines of future research are suggested.

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E-service quality: an internal, multichannel and pure service perspective

Cited by 25 publications

References 71 publications

Developing e-service quality scales: A literature review

Developing e-service quality scales: A literature review

Internationalization patterns in fashion retail distribution: implications for firm results

Do market oriented firms adopt Web 2.0 technologies? An empirical study in hospitality firms

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