Access the full text.
Sign up today, get DeepDyve free for 14 days.
D. Iacobucci, K. Grayson, Amy Ostrom (1994)
The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3Advances in Services Marketing and Management, 3
L. Berry, A. Parasuraman (1991)
Marketing Services: Competing Through Quality
R. Kaplan, D. Norton (1996)
Using the balanced scorecard as a strategic management systemHarvard Business Review, 74
V. Zeithaml, L. Berry, A. Parasuraman (1993)
The nature and determinants of customer expectations of serviceJournal of the Academy of Marketing Science, 21
P. Dabholkar (1996)
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service qualityInternational Journal of Research in Marketing, 13
J. Hair (1972)
Multivariate data analysisInternational Statistical Review, 40
M. Meuter, Amy Ostrom, R. Roundtree, M. Bitner (2000)
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service EncountersJournal of Marketing, 64
C. Grönroos, Fredrik Heinonen, Kristina Isoniemi, Michael Lindholm (2000)
The NetOffer model: a case example from the virtual marketspaceManagement Decision, 38
E. Cadotte, R. Woodruff, R. Jenkins (1987)
Expectations and norms in models of consumer satisfaction.Journal of Marketing Research, 24
C. Grönroos (1990)
Relationship approach to marketing in service contexts: The marketing and organizational behavior interfaceJournal of Business Research, 20
F. Reichheld, W. Sasser (1990)
Zero defections: quality comes to services.Harvard business review, 68 5
E. Anderson, C. Fornell (2000)
The Customer Satisfaction Index as a Leading Indicator
V. Zeithaml, A. Parasuraman, A. Malhotra (2000)
A conceptual framework for understanding e-service quality : implications for future research and managerial practice
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
R. Rust, R. Oliver (2000)
Should we delight the customer?Journal of the Academy of Marketing Science, 28
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:Journal of Marketing, 52
A. Hoerl, R. Kennard (2000)
Ridge Regression: Biased Estimation for Nonorthogonal ProblemsTechnometrics, 42
E. Anderson, Vikas Mittal (2000)
Strengthening the Satisfaction-Profit ChainJournal of Service Research, 3
K. Storbacka, T. Strandvik, C. Grönroos (1994)
Managing Customer Relationships for Profit: The Dynamics of Relationship QualityInternational Journal of Service Industry Management, 5
G. Urban, F. Sultan, W. Qualls (2000)
Placing Trust at the Center of Your Internet StrategyMIT Sloan Management Review, 42
F. Reichheld, Phil Schefter (2003)
E-LOYALTY: YOUR SECRET WEAPON ON THE WEB, 78
Allard Riel, J. Lemmink, H. Ouwersloot (2001)
Consumer Evaluations of Service Brand ExtensionsJournal of Service Research, 3
James Anderson, James Narus (1995)
Capturing the value of supplementary servicesHarvard Business Review, 73
R. Rust, Anthony Zahorik, T. Keiningham (1995)
Return on Quality (ROQ): Making Service Quality Financially AccountableJournal of Marketing, 59
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
Veronica Liljander, T. Strandvik (1997)
Emotions in service satisfactionInternational Journal of Service Industry Management, 8
A. Parasuraman, Dhruv Grewal (2000)
The impact of technology on the quality-value-loyalty chain: A research agendaJournal of the Academy of Marketing Science, 28
Annika Ravald, C. Grönroos (1996)
The value concept and relationship marketingEuropean Journal of Marketing, 30
K. Gwinner, Dwayne Gremler, M. Bitner (1998)
Relational benefits in services industries: The customer’s perspectiveJournal of the Academy of Marketing Science, 26
J. Russell (1980)
A circumplex model of affect.Journal of Personality and Social Psychology, 39
David Szymanski, R. Hise (2000)
E-satisfaction: an initial examinationJournal of Retailing, 76
B. Petersen, S. Youngren, C. Walls (2001)
CHAPTER 17 – Modeling Dietary Exposure with Special Sections on Modeling Aggregate and Cumulative Exposure
M. Bitner, Stephen Brown, M. Meuter (2000)
Technology infusion in service encountersJournal of the Academy of Marketing Science, 28
Shohreh Kaynama, C. Black (2000)
A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory StudyJournal of Professional Services Marketing, 21
R. Oliver (1999)
Whence Consumer Loyalty?Journal of Marketing, 63
Allard Riel, J. Lemmink, H. Ouwersloot (2001)
Consumer Evaluations of Brand Extensions: Differences between Goods and ServicesJournal of Service Research, 3
The commercial importance of e-services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate these services and develop e-loyalty. An empirical study of an Internet portal was tied in with extant theories about service quality, customer satisfaction and loyalty. Data were collected by means of an on-line survey. The effect of customer satisfaction with three service components on value perception and overall satisfaction was measured. Customers' overall satisfaction was influenced by their satisfaction with the core service, supplementary services and the user interface. A strong positive effect of overall satisfaction on the intention to continue using the portal was found. Noteworthy was the predominant effect of satisfaction with supplementary services on value perception. No significant direct effects were found of satisfaction with the user interface on value perception. Some implications as well as future research directions are provided.
International Journal of Service Industry Management – Emerald Publishing
Published: Oct 1, 2001
Keywords: Services marketing; Customer loyalty; Customer satisfaction; Internet; Service quality
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.