Monitoring value-in-use of e-service

Journal of Service Management

Volumn 20, Issue 1, 2009, Pages 33-51

  Heinonen, Kristina ^a   Strandvik, Tore ^a  

^a HANKEN SCHOOL OF ECONOMICS   (Finland)

Author keywords

Customer satisfaction; Electronic commerce; Services marketing

Indexed keywords

EID: 75149140836     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230910936841     Document Type: Article

References (49)

1. Barnes, S.J. and Vidgen, R.T. (2001), "An evaluation of cyber-bookshops: the WebQual model", International Journal of Electronic Commerce, Vol. 6 No. 1, pp. 11-30.
2. Barnes, S.J. and Vidgen, R.T. (2002), "An integrative approach to the assessment of e-commerce quality", Journal of Electronic Commerce Research, Vol. 3 No. 3, pp. 114-27.
3. Chen, Z. and Dubinsky, A.J. (2003), "A conceptual model of perceived customer value in e-commerce:apreliminaryinvestigation", Psychology&Marketing,Vol.20No.4,pp.323-47.
4. Edvardsson, B., Gustafsson, A. and Roos, I. (2005), "Service portraits in service research: a critical review", International Journal of Service Industry Management, Vol. 16 No. 1, pp. 107-21.
5. Gounaris, S. and Dimitriadis, S. (2003), "Assessing service quality on the web: evidence from business-to-consumer portals", Journal of Services Marketing, Vol. 17 No. 5, pp. 529-48.
6. Gronroos, C. (1979), "Service marketing. A study of the marketing function in service firms", dissertation, Hanken Swedish School of Economics, Finland, Marketing Technique Centre and Akademilitteratur, Helsinki (in Swedish with an English Summary).
7. Gronroos, C. (1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsinki.
8. Gronroos, C. (2000), Service Management and Marketing a Customer Relationship Management Approach, 2nd ed., Wiley, Chichester.
9. Gronroos, C. (2006), "Adopting a service logic for marketing", Marketing Theory, Vol. 6 No. 3, pp. 317-33.
10. Heinonen, K. (2004a), "Time and location as customer perceived value drivers", doctoral dissertation No. 124, Swedish School of Economics and Business Administration, Helsinki.
11. Heinonen, K. (2004b), "Reconceptualizing customer perceived value - the value of time and place", Managing Service Quality, Vol. 14 Nos 2/3, pp. 205-15.
12. Heinonen, K. (2006), "Temporal and spatial e-service value", International Journal of Service Industry Management, Vol. 17 No. 4, pp. 380-400.
13. Holbrook, M.B. (1994), "The nature of customer value: an axiology of services in the consumption experience", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, Newbury Park, CA, pp. 21-71.
14. Janda, S., Trocchia, P.J. and Gwinner, K.P. (2002), "Consumer perceptions of internet retail service quality", International Journal of Service Industry Management, Vol. 13 No. 5, pp. 412-31.
15. Kang, G. and James, J. (2004), "Service quality dimensions: and examination of Gronroos's service quality model", Managing Service Quality, Vol. 14 No. 4, pp. 266-77.
16. Kaynama, S.A. and Black, C.I. (2000), "A proposal to assess the service quality of online travel agencies: an exploratory study", Journal of Professional Services Marketing, Vol. 21 No. 1, pp. 63-89.
17. Keng, C.-J., Huang, T.-L., Zheng, L.-J. and Hsu, M.K. (2007), "Modeling service encounters and customer experiential value in retailing: an empirical investigation of shopping mall customers in Taiwan", International Journal of Service Industry Management, Vol. 18 No. 4, pp. 349-67.
18. Li, Y.N., Tan, K.C. and Xie, M. (2002), "Measuring web-based service quality", Total Quality Management, Vol. 13 No. 5, pp. 685-700.
19. Li, Y.N., Tan, K.C. and Xie, M. (2003), "Factor analysis of service quality dimensions shifts in the information age", Managing Auditing Journal, Vol. 18 No. 4, pp. 297-302.
20. Liljander, V. and Strandvik, T. (1995), "The nature of customer relationships in services", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 4, JAI Press, Greenwich, CT.
21. Lusch, R.F., Vargo, S.L. and O'Brien, M. (2007), "Competing through service: insights from service-dominant logic", Journal of Retailing, Vol. 83 No. 1, pp. 5-18.
22. Mathwick, C., Malhotra, N.K. and Rigdon, E. (2001), "Experiential value: conceptualization, measurement and application in the catalog and internet shopping environment", Journal of Retailing, Vol. 77 No. 1, pp. 39-56.
23. Normann, R. and Ramirez, R. (1994), Designing Interactive Strategy: From Value Chain to Value Constellation, Wiley, Chichester.
24. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
25. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
26. Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2002), "Service quality delivery through web sites: a critical review of extant knowledge", Journal of Academy of Marketing Science, Vol. 30 No. 4, pp. 362-75.
27. Petrick, J.F. (2002), "Development of a multi-dimensional scale for measuring the perceived value of service", Journal of Leisure Research, Vol. 34 No. 2, pp. 119-34.
28. Sánchez-Fernández, R. and Iniesta-Bonillo, M.A. (2007), "The concept of perceived value: a systematic review of the research", Marketing Theory, Vol. 7 No. 4, pp. 427-51.
29. Santos, J. (2003), "E-service quality: a model of virtual service quality dimensions", Managing Service Quality, Vol. 13 No. 3, pp. 233-46.
30. Surjadjaja, H., Ghosh, S. and Antony, J. (2003), "Determining and assessing the determinants of e-services", Managing Service Quality, Vol. 13 No. 1, pp. 39-53.
31. van Iwaarden, J., Ton van der Wiele, T., Ball, L. and Millen, R. (2003), "Applying SERVQUAL to web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 No. 8, pp. 919-35.
32. van Riel, A.C.R., Liljander, V. and Jurriëns, P. (2001), "Exploring consumer evaluations of e-services: a portal site", International Journal of Service Industry Management, Vol. 12 No. 4, pp. 359-77.
33. Vargo, S.L. and Lusch, R.F. (2004), "Evolving to a new dominant logic for marketing", Journal of Marketing, Vol. 68, pp. 1-17.
34. Vargo, S.L. and Lusch, R.F. (2008a), "Why 'service'", Journal of the Academy of Marketing Science, Vol. 36, pp. 25-38.
35. Vargo, S.L. and Lusch, R.F. (2008b), "Service-dominant logic: continuing the evolution", Journal of the Academy of Marketing Science, Vol. 36, pp. 1-10.
36. Voss, C.A. (2003), "Rethinking paradigms of services - service in a virtual environment", International Journal of Operations & Production Management, Vol. 23 No. 1, pp. 88-104.
37. Woodall, T. (2001), "Six sigma and service quality: Christian Gronroos revisited", Journal of Marketing Management, Vol. 17, pp. 595-607.
38. Yang, Z. and Jun, M. (2002), "Consumer perception of e-service quality: from internet purchaser and non-purchaser perspectives", Journal of Business Strategies, Vol. 19 No. 1, pp. 19-41.
39. Zeithhaml, V.A. (1988), "Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence", Journal of Marketing, Vol. 52, pp. 2-22.
40. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000), A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice, Marketing Science Institute, Cambridge, MA.
41. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2005), "A multiple-item scale for assessing electronic service quality", Journal of Service Research, Vol. 7 No. 3, pp. 213-33.
42. Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), "Technology infusion in service encounters", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 138-49.
43. Dabholkar, P.A. (1994), "Technology-based service delivery: a classification scheme for developing marketing strategies", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press Inc., Greenwich, CT.
44. Dabholkar, P.A. (1996), "Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality", International Journal of Research in Marketing, Vol. 13, pp. 29-51.
45. Dabholkar, P.A. and Bagozzi, R.P. (2002), "An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors", Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 184-201.
46. Meuter, M.L., Bitner, M.J., Ostrom, A.L. and Brown, S.W. (2005), "Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies", Journal of Marketing, Vol. 69, pp. 61-83.
47. Meuter, M.L., Ostrom, A.L., Bitner, M.J. and Roundtree, R. (2003), "The influence of technology anxiety on consumer use and experiences with self-service technologies", Journal of Business Research, Vol. 56 No. 11, pp. 899-906.
48. Meuter, M.L., Ostrom, A.L., Roundtree, R. and Bitner, M.J. (2000), "Self-service technologies: understanding customer satisfaction with technology-based service encounters", Journal of Marketing, Vol. 64, pp. 50-64.
49. Mick, D.G. and Fournier, S. (1998), "Paradoxes of technology: consumer cognizance, emotions, and coping strategies", Journal of Consumer Research, Vol. 25, pp. 123-43.