Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators
Abstract
Purpose This research seeks to extend the work of Dabholkar et al. into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is placed on e‐service quality and whether elements of e‐service quality should be viewed by dimensions, as antecedents to a global evaluation of e‐service quality, or as a formative configuration to predict behavioral intentions. The mediating role of customer satisfaction...
Paper Details
Title
Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators
Published Date
May 17, 2011
Journal
Volume
21
Issue
3
Pages
264 - 286
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