Service excellence in electronic channels

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Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Document Information:
Title:	Service excellence in electronic channels
Author(s):	Valarie A. Zeithaml, (Roy and Alice H. Richards Bicentennial Professor and Marketing Area Chair at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill, North Carolina, USA.)
Citation:	Valarie A. Zeithaml, (2002) "Service excellence in electronic channels", Managing Service Quality, Vol. 12 Iss: 3, pp.135 - 139
Keywords:	Customers, Internet, Marketing channels, Perception, Service quality
Article type:	Research paper
DOI:	10.1108/09604520210429187 (Permanent URL)
Publisher:	MCB UP Ltd
Abstract:	Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.