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57
E-S-QUAL: A multiple-item scale for assessing electronic service quality
- Journal of Service Research
, 2005
"... Using the means-end framework as a theoretical founda-tion, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection re-vealed that two ..."
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Cited by 174 (2 self)
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Using the means-end framework as a theoretical founda-tion, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered by Web sites on which customers shop online. Two stages of empirical data collection re-vealed that two different scales were necessary for captur-ing electronic service quality. The basic E-S-QUAL scale developed in the research is a 22-item scale of four dimen-sions: efficiency, fulfillment, system availability, and pri-vacy. The second scale, E-RecS-QUAL, is salient only to customers who had nonroutine encounters with the sites and contains 11 items in three dimensions: responsive-ness, compensation, and contact. Both scales demonstrate good psychometric properties based on findings from a variety of reliability and validity tests and build on the re-search already conducted on the topic. Directions for fur-ther research on electronic service quality are offered. Managerial implications stemming from the empirical findings about E-S-QUAL are also discussed.
Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge
, 2002
"... Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online ..."
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Cited by 129 (1 self)
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Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Goodbye Pareto Principle, Hello Long Tail: The Effect of
- Search Costs on the Concentration of Product Sales. Working paper, MIT Sloan School of Management
, 2007
"... Many markets have historically been dominated by a small number of best-selling products. The Pareto Principle, also known as the 80/20 rule, describes this common pattern of sales concentration. However, by greatly lowering search costs, information technology in general and Internet markets in par ..."
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Cited by 81 (5 self)
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Many markets have historically been dominated by a small number of best-selling products. The Pareto Principle, also known as the 80/20 rule, describes this common pattern of sales concentration. However, by greatly lowering search costs, information technology in general and Internet markets in particular have the potential to substantially increase the collective share of niche products, thereby creating a longer tail in the distribution of sales. This paper investigates how demand-side factors contribute to the Internet’s “Long Tail ” phenomenon. It first models how a reduction in search costs will affect the concentration in product sales. Then, by analyzing data collected from a multi-channel retailing company, it provides empirical evidence that the Internet channel exhibits a significantly less concentrated sales distribution, when compared with traditional channels. The difference in the sales distribution is highly significant, even after controlling for consumer differences. Furthermore, the effect is particularly strong for individuals with more prior experience using the Internet channel. We find evidence that Internet purchases made by consumers with prior Internet experience are more skewed toward obscure products, compared with consumers who have no such experience. We observe the opposite outcome when comparing purchases by the same
Designing a better shopbot
- Management Science
, 2004
"... under Grant No. 0118767. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the National Science Foundation ..."
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Cited by 31 (0 self)
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under Grant No. 0118767. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the National Science Foundation
comQ: Dimensionalizing, Measuring and Predicting Quality of The E-tail Experience
, 2002
"... www.crito.uci.edu ..."
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Seeking help in the shadow of doubt: The sensemaking processes underlying how nurses decide who to ask for advice
- Journal of Applied Psychology
, 2009
"... Although scholars often assume that individuals seek out experts when they need help, recent research suggests that seeking help from experts can be costly. The authors propose that perceiving potential help providers as accessible or trustworthy can reduce the costs of seeking help and thus encoura ..."
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Cited by 16 (0 self)
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Although scholars often assume that individuals seek out experts when they need help, recent research suggests that seeking help from experts can be costly. The authors propose that perceiving potential help providers as accessible or trustworthy can reduce the costs of seeking help and thus encourage individuals to seek help from experts. They further predict that perceptions of potential help providers ’ expertise, accessibility, and trustworthiness are shaped by their experience, formal roles, and organizational commitment. They investigated their theoretical model in a study of 146 nurses on the front lines of healthcare. They found that the decision to seek out help depends on help-seekers ’ perceptions of experts’ accessibility and trustworthiness, and that these perceptions are predicted by experience, formal roles, and affective organizational commitment. Theoretical and practical implications are discussed.
Designing Marketplaces of the Artificial: Four Approaches to Understanding Consumer Behavior in Electronic Environments.
, 1999
"... Marketers face a myriad of decisions when developing a Web site for ECommerce. What advice can we supply based upon our current understanding of consumer behavior? We attempt to organize streams of research that address the development of marketplaces for the digital economy. We start by characteriz ..."
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Cited by 7 (0 self)
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Marketers face a myriad of decisions when developing a Web site for ECommerce. What advice can we supply based upon our current understanding of consumer behavior? We attempt to organize streams of research that address the development of marketplaces for the digital economy. We start by characterizing computer-based decision environments as Marketplaces of the Artificial, arguing that the unbundling of product information from products presents many decisions and opportunities for the design of decision environments. We then review four areas of research, identifying themes in each area. These are: 1) The economics of search, 2) Cognitive cost approaches, 3) Constructive preference approaches, and 4) Phenomenological approaches. We illustrate each approach by discussing examples of research questions and results. While this organization is approximate, it serves to highlight the underlying assumptions and questions addressed by each perspective. 1 Introduction When visiting a World...
Fesenmaier: Exploring Caller Dialogue: Analyzing Directed Information Search for Tourism Products
- In Proceedings of the 8th International Conference on Information and Communication Technologies in Tourism (ENTER 2001
, 2001
"... Tourism enterprises communicate with their potential customers through various communication channels including call centers. The conversation between travel counselors and the tourists can be seen as one type of directed information search. The analysis of the records of caller dialogue indicates t ..."
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Cited by 3 (0 self)
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Tourism enterprises communicate with their potential customers through various communication channels including call centers. The conversation between travel counselors and the tourists can be seen as one type of directed information search. The analysis of the records of caller dialogue indicates that travelers mainly search information through two simple heuristics: search by location (SBL) and search by interests (SBI). The implications of this finding for the design of information technology and future research are discussed. I.
Designing a Knowledge-Based System for the Web to Support Consumers’ Online Decisions
- Proc. Intl. Conf. Comp. & Info. Tech
"... Abstract: A Knowledge-Based system is designed incorporating the ratings from merchant-comparison engines and personal preferences of customers. This Webbased interactive intelligent system can effectively free online customers from information overload and make the e-commerce transactions more effi ..."
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Abstract: A Knowledge-Based system is designed incorporating the ratings from merchant-comparison engines and personal preferences of customers. This Webbased interactive intelligent system can effectively free online customers from information overload and make the e-commerce transactions more efficient and meaningful. Keywords: Knowledge-based-systems, Web-technology, Online-consumers, Information-overload, Decisionsupport-systems
Product context in EC websites: how consumer uncertainty and purchase risk drive navigational needs
- In: Proceedings of the ACM Conference on Electronic Commerce (EC
"... Little attention has been attributed to product context in the design of EC environments. Even though extensive marketing research has shown product context to be a major driver of consumer search behavior in the physical world of shopping, most EC websites seem to ignore this. EC sites generally of ..."
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Little attention has been attributed to product context in the design of EC environments. Even though extensive marketing research has shown product context to be a major driver of consumer search behavior in the physical world of shopping, most EC websites seem to ignore this. EC sites generally offer the same type of corporate layout, interactive functionality, dialogue system and information depth regardless of the product on sale. This article presents an experimental study with 150 subjects conducted at Humboldt University Berlin (Germany). The study shows how consumers have distinct navigational needs when they search for different product types online. Specifically, we observe how users seek ‘deeper ’ levels of interaction for product categories with higher purchase uncertainty. Equally, we prove that different interactive functionality is needed to address different dimensions of product risk. Consequently, we argue for more product context recognition in EC website design and make some recommendations on how this could be done.
