메뉴 건너뛰기




Volumn 8, Issue 1-2, 2009, Pages 23-43

Designing the e-servicescape: Implications for online retailers

Author keywords

Ambient conditions; Attitude toward Web site; E servicescape; Purchase intentions; Spatial layout functionality

Indexed keywords


EID: 71149083300     PISSN: 15332861     EISSN: 1533287X     Source Type: Journal    
DOI: 10.1080/15332860903182487     Document Type: Article
Times cited : (68)

References (92)
  • 1
  • 3
    • 0002705873 scopus 로고
    • The role of the environment in marketing services: The consumer perspective
    • ed. John A. Czepiel, Carole A. Congram, and James Shanahan, Chicago: American Marketing Association
    • Baker, Julie. 1987. The role of the environment in marketing services: The consumer perspective. In The services challenge: Integrating for competitive advantage, ed. John A. Czepiel, Carole A. Congram, and James Shanahan, 79-84. Chicago: American Marketing Association.
    • (1987) The Services Challenge: Integrating for Competitive Advantage , pp. 79-84
    • Baker, J.1
  • 4
    • 0010196523 scopus 로고    scopus 로고
    • Examining the informational value of store environments
    • ed. John F. Sherry, Jr., Chicago: NTC=Contemporary Publishing Company
    • Baker, Julie. 1998. Examining the informational value of store environments. In Servicescapes: The concept of place in contemporary markets, ed. John F. Sherry, Jr., 55-80. Chicago: NTC=Contemporary Publishing Company.
    • (1998) Servicescapes: The Concept of Place in Contemporary Markets , pp. 55-80
    • Baker, J.1
  • 5
    • 0442302343 scopus 로고
    • The marketing impact of branch facility design
    • Baker, Julie, Leonard L. Berry, and A. Parasuraman. 1988. The marketing impact of branch facility design. Journal of Retail Banking 10 (2): 33-42.
    • (1988) Journal of Retail Banking , vol.10 , Issue.2 , pp. 33-42
    • Baker, J.1    Berry, L.L.2    Parasuraman, A.3
  • 8
    • 0001785351 scopus 로고
    • Consumer responses to the physical environment in service settings
    • ed. M. Venkatesan, Diane M. Schmalensee, and Claudia Marshall, Chicago: American Marketing Association
    • Bitner, Mary Jo. 1986. Consumer responses to the physical environment in service settings. In Creativity in Services Marketing, ed. M. Venkatesan, Diane M. Schmalensee, and Claudia Marshall, 89-93. Chicago: American Marketing Association.
    • (1986) Creativity in Services Marketing , pp. 89-93
    • Bitner, M.J.1
  • 9
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • April
    • Bitner, Mary Jo. 1990. Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing 54 (April): 69-82.
    • (1990) Journal of Marketing , vol.54 , pp. 69-82
    • Bitner, M.J.1
  • 10
    • 0001926055 scopus 로고
    • Servicescapes: The impact of physical surroundings on customers and employees
    • April
    • Bitner, Mary Jo. 1992. Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing 56 (April): 57-71.
    • (1992) Journal of Marketing , vol.56 , pp. 57-71
    • Bitner, M.J.1
  • 11
    • 4244085831 scopus 로고    scopus 로고
    • The servicescape
    • ed. Teresa A. Swartz and Dawn Iacobucci, Thousand Oaks, CA: Sage
    • Bitner, Mary Jo. 2000. The servicescape. In Handbook of services marketing & management, ed. Teresa A. Swartz and Dawn Iacobucci, 37-50. Thousand Oaks, CA: Sage.
    • (2000) Handbook of Services Marketing & Management , pp. 37-50
    • Bitner, M.J.1
  • 12
    • 84986180496 scopus 로고    scopus 로고
    • Service and technology: Opportunities and paradoxes
    • Bitner, Mary Jo. 2001. Service and technology: Opportunities and paradoxes. Marketing Service Quality 11 (6): 375-379.
    • (2001) Marketing Service Quality , vol.11 , Issue.6 , pp. 375-379
    • Bitner, M.J.1
  • 14
    • 0012319518 scopus 로고
    • A consumer-side experimental examination of signaling theory
    • June
    • Boulding, William, and Amna Kirmani. 1993. A consumer-side experimental examination of signaling theory. Journal of Marketing 20 (June): 111-123.
    • (1993) Journal of Marketing , vol.20 , pp. 111-123
    • Boulding, W.1    Kirmani, A.2
  • 15
    • 49249104733 scopus 로고    scopus 로고
    • The measurement of electronic service quality: Improvements and application
    • Bressolles, Gregory, and Jacques Nantel. 2008. The measurement of electronic service quality: Improvements and application. International Journal of E-Business Research 4 (3): 1-17.
    • (2008) International Journal of E-Business Research , vol.4 , Issue.3 , pp. 1-17
    • Bressolles, G.1    Nantel, J.2
  • 16
    • 11444256679 scopus 로고    scopus 로고
    • Explaining consumer acceptance of handheld Internet devices
    • Brunner, Gordon, and Anand Kumar. 2005. Explaining consumer acceptance of handheld Internet devices. Journal of Business Research 58:553-558.
    • (2005) Journal of Business Research , vol.58 , pp. 553-558
    • Brunner, G.1    Kumar, A.2
  • 17
    • 71149101571 scopus 로고    scopus 로고
    • The concept of new physical surroundings in relation to hedonic consumptions and purchase behavior in theme parks
    • ed. Bo Edvardsson, Anders Gustafsson, Stephen W. Brown, and Robert Johnston, Karlstad, Sweden: Karlstad University Press
    • Chang, Ching-Hong, and Robert Z. Warzszak. 2004. The concept of new physical surroundings in relation to hedonic consumptions and purchase behavior in theme parks. In Service excellence in management: Interdisciplinary contributions, ed. Bo Edvardsson, Anders Gustafsson, Stephen W. Brown, and Robert Johnston, 372-1335 Karlstad, Sweden: Karlstad University Press.
    • (2004) Service Excellence in Management: Interdisciplinary Contributions , pp. 372-1335
    • Chang, C.-H.1    Warzszak, R.Z.2
  • 21
    • 0035691263 scopus 로고    scopus 로고
    • Hedonic and utilitarian motivations for online retail shopping behavior
    • Childers, Terry L., Christopher L. Carr, Joann Peck, and Stephen Carson. 2001. Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing 77 (4): 511-539.
    • (2001) Journal of Retailing , vol.77 , Issue.4 , pp. 511-539
    • Childers, T.L.1    Carr, C.L.2    Peck, J.3    Carson, S.4
  • 22
    • 33646524579 scopus 로고    scopus 로고
    • Measuring service quality in e-retailing
    • Collier, Joel E., and Carol C. Bienstock. 2006. Measuring service quality in e-retailing. Journal of Service Research 89 (3): 260-275.
    • (2006) Journal of Service Research , vol.89 , Issue.3 , pp. 260-275
    • Collier, J.E.1    Bienstock, C.C.2
  • 23
    • 84986076182 scopus 로고    scopus 로고
    • Service quality and e-commerce: An exploratory analysis
    • Cox, J., and B. G. Dale. 2001. Service quality and e-commerce: An exploratory analysis. Managing Service Quality 11 (2): 121-131.
    • (2001) Managing Service Quality , vol.11 , Issue.2 , pp. 121-131
    • Cox, J.1    Dale, B.G.2
  • 24
    • 34249305509 scopus 로고    scopus 로고
    • Perceived e-service quality: Measurement, validation and effects on consumer satisfaction and Web site loyalty
    • Cristobal, Eduard, Carlos Flavian, and Miguel Guinaliu. 2007. Perceived e-service quality: Measurement, validation and effects on consumer satisfaction and Web site loyalty. Managing Service Quality 17 (3): 317-340.
    • (2007) Managing Service Quality , vol.17 , Issue.3 , pp. 317-340
    • Cristobal, E.1    Flavian, C.2    Guinaliu, M.3
  • 25
    • 55249087535 scopus 로고
    • Perceived usefulness, perceived ease of use and user acceptance of information technology
    • Davis, F. 1989. Perceived usefulness, perceived ease of use and user acceptance of information technology. MIS Quarterly 13 (3): 319-340.
    • (1989) MIS Quarterly , vol.13 , Issue.3 , pp. 319-340
    • Davis, F.1
  • 26
    • 0000723634 scopus 로고
    • The effects of price brand and store information on buyers' product evaluations
    • August
    • Dodds, William B., Kent B. Monroe, and Dhruv Grewal. 1991. The effects of price brand and store information on buyers' product evaluations. Journal of Marketing Research 28 (August): 307-319.
    • (1991) Journal of Marketing Research , vol.28 , pp. 307-319
    • Dodds, W.B.1    Monroe, K.B.2    Grewal, D.3
  • 27
    • 12244311124 scopus 로고    scopus 로고
    • Does your website measure up?
    • Donthu, N. 2001. Does your website measure up? Marketing Management 10 (4): 21-25.
    • (2001) Marketing Management , vol.10 , Issue.4 , pp. 21-25
    • Donthu, N.1
  • 28
    • 0002616072 scopus 로고    scopus 로고
    • Profiling user responses to commercial Web sites
    • May-June
    • Eighmey, John. 1997. Profiling user responses to commercial Web sites. Journal of Advertising Research (May-June): 59-66.
    • (1997) Journal of Advertising Research , pp. 59-66
    • Eighmey, J.1
  • 29
    • 0000035124 scopus 로고    scopus 로고
    • Adding value in the information age: Uses and gratifications of sites on the World Wide Web
    • March
    • Eighmey, John, and Lola McCord. 1998. Adding value in the information age: Uses and gratifications of sites on the World Wide Web. Journal of Business Research 41 (March): 187-194.
    • (1998) Journal of Business Research , vol.41 , pp. 187-194
    • Eighmey, J.1    McCord, L.2
  • 30
    • 0010514320 scopus 로고    scopus 로고
    • Atmospheric qualities of online retailing: A conceptual model and implications
    • May
    • Eroglu, Sevgin A., Karen A. Machleit, and Lenita M. Davis. 2001. Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business Research 54 (May): 177-184.
    • (2001) Journal of Business Research , vol.54 , pp. 177-184
    • Eroglu, S.A.1    MacHleit, K.A.2    Davis, L.M.3
  • 31
    • 0037274423 scopus 로고    scopus 로고
    • Empirical testing of a model of online store atmospherics and shopper responses
    • Eroglu, Sevgin A., Karen A. Machleit, and Lenita M. Davis. 2003. Empirical testing of a model of online store atmospherics and shopper responses. Psychology & Marketing 20 (2): 139-150.
    • (2003) Psychology & Marketing , vol.20 , Issue.2 , pp. 139-150
    • Eroglu, S.A.1    MacHleit, K.A.2    Davis, L.M.3
  • 32
    • 33745793409 scopus 로고    scopus 로고
    • Quality of electronic services: Conceptualizing and testing a hierarchical model
    • Fassnacht, Martin, and Ibrahim Koese. 2006. Quality of electronic services: Conceptualizing and testing a hierarchical model. Journal of Service Research 9 (1): 19-37.
    • (2006) Journal of Service Research , vol.9 , Issue.1 , pp. 19-37
    • Fassnacht, M.1    Koese, I.2
  • 33
    • 71149098098 scopus 로고    scopus 로고
    • All the websites are a stage, so marketers put on a show
    • Fisk, Raymond P., Stephen J. Grove, and Joby John. 2000. All the websites are a stage, so marketers put on a show. Marketing News 34 (23): 26.
    • (2000) Marketing News , vol.34 , Issue.23 , pp. 26
    • Fisk, R.P.1    Grove, S.J.2    John, J.3
  • 35
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • February
    • Fornell, C., and D. F. Larker. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 (February): 39-50.
    • (1981) Journal of Marketing Research , vol.18 , pp. 39-50
    • Fornell, C.1    Larker, D.F.2
  • 36
    • 0000789331 scopus 로고
    • An updated paradigm for scale development incorporating unidimensionality and its assessment
    • May
    • Gerbing, D. W., and J. C. Anderson. 1988. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Business Research 25 (May): 186-192.
    • (1988) Journal of Business Research , vol.25 , pp. 186-192
    • Gerbing, D.W.1    Anderson, J.C.2
  • 37
    • 41549095733 scopus 로고    scopus 로고
    • Service theater: An analytical framework for services marketing
    • 5th ed., ed. C. Lovelock and J. Wirtz, Upper Saddle River, NJ: Prentice Hall.Hair
    • Grove, Stephen J., and Raymond P. Fisk. 2004. Service theater: An analytical framework for services marketing. In Service Marketing, 5th ed., ed. C. Lovelock and J. Wirtz, 78-87. Upper Saddle River, NJ: Prentice Hall.Hair
    • (2004) Service Marketing , pp. 78-87
    • Grove, S.J.1    Fisk, R.P.2
  • 39
    • 56249100394 scopus 로고    scopus 로고
    • The effect of Web interface features on consumer online purchase intentions
    • Hausman, Angela V., and Jeffrey SamSiekpe. 2008. The effect of Web interface features on consumer online purchase intentions. Journal of Business Research 62:5-13.
    • (2008) Journal of Business Research , vol.62 , pp. 5-13
    • Hausman, A.V.1    Siekpe., J.S.2
  • 40
    • 0032757699 scopus 로고    scopus 로고
    • Antecedents of customer satisfaction on the Internet: An empirical study of online shopping
    • Paper presented at the September 18, Maui, Hawaii
    • Ho, C., and W. Wu. 1999. Antecedents of customer satisfaction on the Internet: An empirical study of online shopping. Paper presented at the 32nd Annual Hawaii International Conference on System Sciences, September 18, Maui, Hawaii.
    • (1999) 32nd Annual Hawaii International Conference on System Sciences
    • Ho, C.1    Wu, W.2
  • 41
    • 0030487126 scopus 로고    scopus 로고
    • Marketing in the hypermedia computermediated environments: Conceptual foundations
    • Hoffman, D. L., and T. P. Novak. 1996. Marketing in the hypermedia computermediated environments: Conceptual foundations. Journal of Marketing 60:50-58.
    • (1996) Journal of Marketing , vol.60 , pp. 50-58
    • Hoffman, D.L.1    Novak, T.P.2
  • 42
    • 41549139653 scopus 로고    scopus 로고
    • Satisfiers and dissatisfiers in the online environment: A critical incident assessment
    • Holloway, Betsy B., and Sharon E. Beatty. 2008. Satisfiers and dissatisfiers in the online environment: A critical incident assessment. Journal of Service Research 10 (4): 347-364.
    • (2008) Journal of Service Research , vol.10 , Issue.4 , pp. 347-364
    • Holloway, B.B.1    Beatty, S.E.2
  • 43
    • 50849121043 scopus 로고    scopus 로고
    • Use and gratification in e-consumers
    • Huang, Echo. 2008. Use and gratification in e-consumers. Internet Research 18 (4): 405-426.
    • (2008) Internet Research , vol.18 , Issue.4 , pp. 405-426
    • Huang, E.1
  • 44
    • 67650130450 scopus 로고    scopus 로고
    • Internet world stats. March 6
    • Internet world stats. 2007. PC Magazine, March 6.
    • (2007) PC Magazine
  • 46
    • 0036737203 scopus 로고    scopus 로고
    • Businesses as buildings: Metrics for the architectural quality of Internet businesses
    • Kim, Jinwoo, Jungwon Lee, Kwanghee Han, and Moonkyu Lee. 2002. Businesses as buildings: Metrics for the architectural quality of Internet businesses. Information Systems Research 13 (3): 239-254.
    • (2002) Information Systems Research , vol.13 , Issue.3 , pp. 239-254
    • Kim, J.1    Lee, J.2    Han, K.3    Lee, M.4
  • 47
    • 0037274521 scopus 로고    scopus 로고
    • E-scapes: The electronic physical environment and service tangibility
    • Koernig, Stephen K. 2003. E-scapes: The electronic physical environment and service tangibility. Psychology and Marketing 20 (2): 151-167.
    • (2003) Psychology and Marketing , vol.20 , Issue.2 , pp. 151-167
    • Koernig, S.K.1
  • 49
    • 0003002995 scopus 로고
    • The combined influence hypothesis: Central and peripheral antecedents of attitude toward the ad
    • Lord, K. R., M. Lee, and P. L. Sauer. 1995. The combined influence hypothesis: Central and peripheral antecedents of attitude toward the ad. Journal of Advertising 24 (1): 173-185
    • (1995) Journal of Advertising , vol.24 , Issue.1 , pp. 173-185
    • Lord, K.R.1    Lee, M.2    Sauer, P.L.3
  • 50
    • 0003711260 scopus 로고    scopus 로고
    • 6th ed. Upper Saddle River, NJ: Prentice Hall
    • Lovelock, Christopher, and Jochen Wirtz. 2007. Services marketing. 6th ed. Upper Saddle River, NJ: Prentice Hall.
    • (2007) Services Marketing
    • Lovelock, C.1    Wirtz, J.2
  • 52
    • 0002402225 scopus 로고
    • Using background music to affect the behavior of supermarket shoppers
    • Summer
    • Milliman, Ronald. 1982. Using background music to affect the behavior of supermarket shoppers. Journal of Marketing 46 (Summer): 86-91.
    • (1982) Journal of Marketing , vol.46 , pp. 86-91
    • Milliman, R.1
  • 53
    • 0001755040 scopus 로고
    • The influence of background music on the behavior of restaurant patrons
    • September
    • Milliman, Ronald. 1986. The influence of background music on the behavior of restaurant patrons. Journal of Consumer Research 13 (September): 286-289.
    • (1986) Journal of Consumer Research , vol.13 , pp. 286-289
    • Milliman, R.1
  • 55
    • 46249134023 scopus 로고    scopus 로고
    • Key usability factors of service-oriented websites for students: An empirical study
    • Nathan, Robert J., Paul H. P. Yeow, and San Murugensan. 2008. Key usability factors of service-oriented websites for students: An empirical study. Online Information Review 32 (3): 302-324.
    • (2008) Online Information Review , vol.32 , Issue.3 , pp. 302-324
    • Nathan, R.J.1    Yeow, P.H.P.2    Murugensan, S.3
  • 56
    • 71149105463 scopus 로고    scopus 로고
    • Systems development in formation systems research
    • Paper presented at the June, Los Angeles, California.Palmer
    • Olsina, L., D. Godoy, J. Lafuente, and G. Rossi. 1999. Systems development in formation systems research. Paper presented at the 1st ICSE Workshop on Web Engineering (WebE9-9), June, Los Angeles, California.Palmer
    • (1999) 1st ICSE Workshop on Web Engineering (WebE9-9)
    • Olsina, L.1    Godoy, D.2    Lafuente, J.3    Rossi, G.4
  • 57
    • 0032010307 scopus 로고    scopus 로고
    • An emerging model of website design for marketing
    • Jonathan W., and David A. Griffith. 1998. An emerging model of website design for marketing. Communications of the ACM 41 (3): 44-51.
    • (1998) Communications of the ACM , vol.41 , Issue.3 , pp. 44-51
    • Jonathan, W.1    Griffith, D.A.2
  • 58
    • 20444499779 scopus 로고    scopus 로고
    • E-S-QUAL: A multiple-item scale for assessing electronic service quality
    • Feb
    • Parasuraman, A., V. A. Zeithaml, and A. Malhotra. 2005. E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research 7 (Feb): 213-233.
    • (2005) Journal of Service Research , vol.7 , pp. 213-233
    • Parasuraman, A.1    Zeithaml, V.A.2    Malhotra, A.3
  • 59
    • 0036400384 scopus 로고    scopus 로고
    • Marketing to and serving customers through the Internet: An overview and research agenda
    • Parasuraman, A., and George M. Zinkhan. 2002. Marketing to and serving customers through the Internet: An overview and research agenda. Journal of the Academy of Marketing Science 30 (4): 286-295.
    • (2002) Journal of the Academy of Marketing Science , vol.30 , Issue.4 , pp. 286-295
    • Parasuraman, A.1    Zinkhan, G.M.2
  • 62
    • 3543129492 scopus 로고    scopus 로고
    • Factors influencing the types of products and services purchased over the Internet
    • Phau, I., and S. M. Poon. 2000. Factors influencing the types of products and services purchased over the Internet. Internet Research: Electronic Networking Applications and Policy 10 (2): 102-113.
    • (2000) Internet Research: Electronic Networking Applications and Policy , vol.10 , Issue.2 , pp. 102-113
    • Phau, I.1    Poon, S.M.2
  • 63
    • 0032622563 scopus 로고    scopus 로고
    • Cyberservice: Taming service marketing problems with the world wide web
    • January-February
    • Pitt, Leyland, Pierre Berthon, and Richard T. Watson. 1999. Cyberservice: Taming service marketing problems with the World Wide Web. Business Horizons (January-February): 11-18.
    • (1999) Business Horizons , pp. 11-18
    • Pitt, L.1    Berthon, P.2    Watson, R.T.3
  • 64
    • 84970235764 scopus 로고
    • Self-reports in organizational research: Problems and prospects
    • Podsakoff, P. M., and D. W. Organ. 1986. Self-reports in organizational research: Problems and prospects. Journal of Management 12:531-544.
    • (1986) Journal of Management , vol.12 , pp. 531-544
    • Podsakoff, P.M.1    Organ, D.W.2
  • 65
    • 0036399370 scopus 로고    scopus 로고
    • What attracts customers to online stores, and what keeps them coming back
    • Reibstein, David J. 2002. What attracts customers to online stores, and what keeps them coming back. Journal of the Academy of Marketing Science 30 (4): 465-473.
    • (2002) Journal of the Academy of Marketing Science , vol.30 , Issue.4 , pp. 465-473
    • Reibstein, D.J.1
  • 66
    • 1842865610 scopus 로고    scopus 로고
    • Website design: Viewing the web as a cognitive landscape
    • Rosen, Deborah E., and Elizabeth Purinton. 2004. Website design: Viewing the Web as a cognitive landscape. Journal of Business Research 57:787-794.
    • (2004) Journal of Business Research , vol.57 , pp. 787-794
    • Rosen, D.E.1    Purinton, E.2
  • 67
    • 84986037963 scopus 로고    scopus 로고
    • E-service quality: A model of virtual service quality dimensions
    • Santos, Jessica. 2003. E-service quality: A model of virtual service quality dimensions. Managing Service Quality 13 (13): 233-246.
    • (2003) Managing Service Quality , vol.13 , Issue.13 , pp. 233-246
    • Santos, J.1
  • 68
    • 0442270950 scopus 로고
    • Using moderator variables in structural equation models
    • ed. L. McAlister and M. Rothschild, Provo, UT: Association for Consumer Research
    • Sauer, P. L., and A. S. Dick. 1993. Using moderator variables in structural equation models. In Advances in consumer research, ed. L. McAlister and M. Rothschild, 637-640. Provo, UT: Association for Consumer Research.
    • (1993) Advances in Consumer Research , pp. 637-640
    • Sauer, P.L.1    Dick, A.S.2
  • 69
    • 0031066695 scopus 로고    scopus 로고
    • Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information systems research
    • Segars, A. 1996. Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information systems research. Omega 25 (1): 107-121.
    • (1996) Omega , vol.25 , Issue.1 , pp. 107-121
    • Segars, A.1
  • 72
    • 0010287852 scopus 로고    scopus 로고
    • The impact of culture and gender on websites: An empirical study
    • Simon, Steven John. 2001. The impact of culture and gender on websites: An empirical study. The DATA BASE for Advances in Information Systems 32 (1): 18-34.
    • (2001) The DATA BASE for Advances in Information Systems , vol.32 , Issue.1 , pp. 18-34
    • Simon, S.J.1
  • 73
    • 67650066820 scopus 로고    scopus 로고
    • Measuring Internet-commerce success: What factors are important
    • Sonmath, Mukhopadhyay, Adam Mahmood, and Jimmie Joseph. 2008. Measuring Internet-commerce success: What factors are important. Journal of Internet Commerce 7:1-28.
    • (2008) Journal of Internet Commerce , vol.7 , pp. 1-28
    • Sonmath, M.1    Mahmood, A.2    Joseph, J.3
  • 74
    • 71149120734 scopus 로고    scopus 로고
    • Focus on changes in consumer behavior online
    • Stambler, Sarah. 2002. Focus on changes in consumer behavior online. E-Tactics 11 (8): 1-4.
    • (2002) E-Tactics , vol.11 , Issue.8 , pp. 1-4
    • Stambler, S.1
  • 75
    • 0001043704 scopus 로고
    • The impact of a customer service intervention and facility design on firm performance
    • Sulek, Joanne M., Mary R. Lind, and Anne S. Marucheck. 1995. The impact of a customer service intervention and facility design on firm performance. Management Science 41 (11): 1763-1773.
    • (1995) Management Science , vol.41 , Issue.11 , pp. 1763-1773
    • Sulek, J.M.1    Lind, M.R.2    Marucheck, A.S.3
  • 76
    • 20344371578 scopus 로고    scopus 로고
    • Determining and assessing the determinants of e-service operations
    • Surjadjaja, Heston, Sid Ghosh, and Fiju Antony. 2003. Determining and assessing the determinants of e-service operations. Managing Service Quality 13 (1): 39-53.
    • (2003) Managing Service Quality , vol.13 , Issue.1 , pp. 39-53
    • Surjadjaja, H.1    Ghosh, S.2    Antony, F.3
  • 77
    • 0000482433 scopus 로고    scopus 로고
    • E-satisfaction: An initial examination
    • Szymanski, David M., and Richard T. Hise. 2000. E-satisfaction: An initial examination. Journal of Retailing 76 (3): 309-322.
    • (2000) Journal of Retailing , vol.76 , Issue.3 , pp. 309-322
    • Szymanski, D.M.1    Hise, R.T.2
  • 78
    • 0030306465 scopus 로고    scopus 로고
    • Consumer wayfinding tasks, strategies, and error: An exploratory field study
    • Titus, Phillip A., and Peter B. Everett. 1996. Consumer wayfinding tasks, strategies, and error: An exploratory field study. Psychology & Marketing 13 (3): 265-290.
    • (1996) Psychology & Marketing , vol.13 , Issue.3 , pp. 265-290
    • Titus, P.A.1    Everett, P.B.2
  • 79
    • 84986018677 scopus 로고    scopus 로고
    • How do consumers evaluate Internet retail service quality
    • Trocchia, Philip J., and Swinder Janda. 2003. How do consumers evaluate Internet retail service quality. Journal of Services Marketing 17 (3): 243-253.
    • (2003) Journal of Services Marketing , vol.17 , Issue.3 , pp. 243-253
    • Trocchia, P.J.1    Janda, S.2
  • 80
    • 33646526566 scopus 로고    scopus 로고
    • Aesthetics and professionalism of virtual servicescapes
    • Vilnai, Yavetz, and Anat Rafaeli. 2006. Aesthetics and professionalism of virtual servicescapes. Journal of Service Research 8 (3): 245-259.
    • (2006) Journal of Service Research , vol.8 , Issue.3 , pp. 245-259
    • Vilnai, Y.1    Rafaeli, A.2
  • 81
    • 68949088060 scopus 로고    scopus 로고
    • Measuring perceived website usability
    • Wang, Jianfeng, and Sylvain Senecal. 2007. Measuring perceived website usability. Journal of Internet Commerce 6 (4): 97-112.
    • (2007) Journal of Internet Commerce , vol.6 , Issue.4 , pp. 97-112
    • Wang, J.1    Senecal, S.2
  • 82
    • 0038119511 scopus 로고    scopus 로고
    • ETailQ: Dimensionality, measuring and predicting eTail quality
    • Wolfinbarger, Mary, and Mary C. Gilly. 2003. eTailQ: Dimensionality, measuring and predicting eTail quality. Journal of Retailing 79:183-198.
    • (2003) Journal of Retailing , vol.79 , pp. 183-198
    • Wolfinbarger, M.1    Gilly, M.C.2
  • 83
    • 0001019301 scopus 로고
    • An environmental psychological study of foreground and background music as retail atmospheric factors
    • ed. Gary Frazier, Chicago: American Marketing Association
    • Yalch, Richard F., and Eric Spangenberg. 1988. An environmental psychological study of foreground and background music as retail atmospheric factors. In Efficiency and effectiveness in marketing, AMA educators' proceedings, ed. Gary Frazier, 106-110. Chicago: American Marketing Association.
    • (1988) Efficiency and Effectiveness in Marketing, AMA Educators' Proceedings , pp. 106-110
    • Yalch, R.F.1    Spangenberg, E.2
  • 84
    • 0242329682 scopus 로고    scopus 로고
    • Consumer preferences for commercial Web site design: An Asia-Pacific perspective
    • Yang, Xia, Zafar U. Ahmed, Morry Ghingold, Goh Sock Boon, Tham Su Mei, and Lim Lee Hwa. 2003. Consumer preferences for commercial Web site design: An Asia-Pacific perspective. Journal of Consumer Marketing 20 (1): 10-27.
    • (2003) Journal of Consumer Marketing , vol.20 , Issue.1 , pp. 10-27
    • Yang, X.1    Ahmed, Z.U.2    Ghingold, M.3    Boon, G.S.4    Mei, T.S.5    Hwa, L.L.6
  • 85
    • 18844415273 scopus 로고    scopus 로고
    • Consumer perceptions of service quality in Internet-based electronic commerce
    • Paper presented at May 8-11,Bergen, Norway
    • Yang, Z. 2001. Consumer perceptions of service quality in Internet-based electronic commerce. Paper presented at the 30th EMAC Conference, May 8-11, Bergen, Norway.
    • (2001) The 30th EMAC Conference
    • Yang, Z.1
  • 86
    • 84986133168 scopus 로고    scopus 로고
    • Services quality dimensions of Internet retailing: An exploratory analysis
    • Yang, Zhilin, Robin T. Peterson, and Shaohan Cai. 2003. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing 17 (7): 685-700.
    • (2003) Journal of Services Marketing , vol.17 , Issue.7 , pp. 685-700
    • Yang, Z.1    Peterson, R.T.2    Cai, S.3
  • 87
    • 0010971777 scopus 로고    scopus 로고
    • Effects of store characteristics and in-store emotional experiences on store attitude
    • Yoo, Changjo, Jonghee Park, and Deborah MacInnis. 1998. Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research 42:253-263.
    • (1998) Journal of Business Research , vol.42 , pp. 253-263
    • Yoo, C.1    Park, J.2    MacInnis, D.3
  • 88
    • 49049118259 scopus 로고    scopus 로고
    • Building customer relationships in an electronic age: The role of interactivity of e-commerce websites
    • Yoon, Doyle, Sejung Marina Choi, and Dongyoung Sohn. 2008. Building customer relationships in an electronic age: The role of interactivity of e-commerce websites. Psychology & Marketing 25 (7): 602-618.
    • (2008) Psychology & Marketing , vol.25 , Issue.7 , pp. 602-618
    • Yoon, D.1    Choi, S.M.2    Sohn, D.3
  • 89
    • 33846681745 scopus 로고    scopus 로고
    • Developing customer loyalty from retail store image attributes
    • Yoon, Zee-Sun, and Linda K. Good. 2007. Developing customer loyalty from retail store image attributes. Managing Service Quality 17 (1): 4-22.
    • (2007) Managing Service Quality , vol.17 , Issue.1 , pp. 4-22
    • Yoon, Z.-S.1    Good, L.K.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.