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International Journal of Service Industry Management

Volume 13 Issue 5

Published: 2002 | Start Page: 412


Special Issue: Research on e-service
Guest Editor(s): Dr Ko de Ruyter
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Articles

Articles
Article No: Article Information:
851748 Consumer perceptions of Internet retail service quality
Swinder Janda, Philip J. Trocchia, Kevin P. Gwinner (pp. 412-431)
Keywords: E-commerce, Internet, Service quality, User satisfaction
ArticleType: Research paper
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851749 E-CRM Web service attributes as determinants of customer satisfaction with retail Web sites
Richard Feinberg, Rajesh Kadam (pp. 432-451)
Keywords: Customer satisfaction, E-commerce, Internet, Service quality
ArticleType: Research paper
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851750 The impact of loyalty with e-CRM software and e-services
Steven A. Taylor, Gary L. Hunter (pp. 452-474)
Keywords: Computer software, Consumer behaviour, Customer loyalty, E-commerce, Relationship marketing
ArticleType: Research paper
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851751 Internet technology and customer linking in Nordic banking
Jørn Flohr Nielsen (pp. 475-495)
Keywords: Banking, Internet, Market orientation, Organizational performance, Relationship marketing, Scandinavia
ArticleType: Research paper
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851752 Moderated group chat: an empirical assessment of a new e-service encounter
Willemijn M. van Dolen, Ko de Ruyter (pp. 496-511)
Keywords: Communication, Customer satisfaction, E-commerce, Internet, Modelling, Service delivery system
ArticleType: Research paper
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Book Review

Knowledge and Innovation in the New Service Economy
Item No: Item Information
1494052 Knowledge and Innovation in the New Service Economy
Journal: International Journal of Service Industry Management
Vol : 13 Issue: 5
Special Issue: Research on e-service
Author(s): Ilan Alon
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