International Journal of Service Industry Management: Volume 13 Issue 5
Table of contents
Consumer perceptions of Internet retail service quality
Swinder Janda, Philip J. Trocchia, Kevin P. GwinnerThe 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…
E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites
Richard Feinberg, Rajesh KadamBusiness is moving online, not as a matter of choice, but as a matter of necessity. The use of the Internet as a channel for commerce and information presents an opportunity for…
The impact of loyalty with e‐CRM software and e‐services
Steven A. Taylor, Gary L. HunterE‐service is a critical strategic marketing consideration today for many firms, based largely on the promise of more cost‐effective models of self‐service relative to large (and…
Internet technology and customer linking in Nordic banking
Jørn Flohr NielsenInternet banking is now such a well‐established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the…
Moderated group chat: an empirical assessment of a new e‐service encounter
Willemijn M. van Dolen, Ko de RuyterIn this paper, the focus is on a new type of electronic service encounter called Moderated Group Chat (MGC). MGC is defined as on‐line, real‐time interactions between groups of…