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e‐Service quality: overview and research agenda

e‐Service quality: overview and research agenda Purpose – The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature. Design/methodology/approach – The conclusions are based on a critical review of previous literature. Computer databases (e.g. Google scholar) were the main tools used to identify relevant research in the area. Then, the electronic and physical bibliographical resources from universities in two different countries were used to obtain the papers. Findings – The authors describe the current e‐SQ research gaps (research opportunities) and indicate possible routes for future investigation. Practical implications – The orientation of this study aims to reduce the efforts of researchers who desire to enter this field. Originality/value – The development of new orientations and focuses for the conceptualisation and measurement of e‐SQ are crucial for the effective management of e‐SQ and a major issue on the market research agenda. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

e‐Service quality: overview and research agenda

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Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
1756-669X
DOI
10.1108/17566690910945859
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature. Design/methodology/approach – The conclusions are based on a critical review of previous literature. Computer databases (e.g. Google scholar) were the main tools used to identify relevant research in the area. Then, the electronic and physical bibliographical resources from universities in two different countries were used to obtain the papers. Findings – The authors describe the current e‐SQ research gaps (research opportunities) and indicate possible routes for future investigation. Practical implications – The orientation of this study aims to reduce the efforts of researchers who desire to enter this field. Originality/value – The development of new orientations and focuses for the conceptualisation and measurement of e‐SQ are crucial for the effective management of e‐SQ and a major issue on the market research agenda.

Journal

International Journal of Quality and Service Sciences – Emerald Publishing

Published: Mar 20, 2009

Keywords: Electronic commerce; Customer services quality; Market research

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