메뉴 건너뛰기




Volumn 18, Issue 1, 2004, Pages 78-90

Exploring the determinants of retail service quality on the Internet

Author keywords

Consumer behaviour; Customer services; Internet; Marketing; Retailing; SERVQUAL

Indexed keywords


EID: 84993054575     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410520726     Document Type: Article
Times cited : (156)

References (33)
  • 1
    • 84993099515 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-143.
    • (1993) Marketing Science , vol.12 , Issue.2 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.W.2
  • 2
    • 84992960215 scopus 로고
    • Customer satisfaction, market share, and profitability: findings from Sweden
    • January
    • Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58, January, pp. 53-66.
    • (1994) Journal of Marketing , vol.58 , pp. 53-66
    • Anderson, E.W.1    Fornell, C.2    Lehmann, D.R.3
  • 3
    • 84992967918 scopus 로고
    • The service encounter: diagnosing favorable and unfavorable incidents
    • Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, pp. 71-84.
    • (1990) Journal of Marketing , vol.54 , pp. 71-84
    • Bitner, M.J.1    Booms, B.H.2    Tetreault, M.S.3
  • 5
    • 84993078610 scopus 로고
    • A dynamic process model of service quality: from expectations to behavioral intentions
    • February
    • Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, Vol. 30, February, pp. 7-27.
    • (1993) Journal of Marketing Research , vol.30 , pp. 7-27
    • Boulding, W.1    Kalra, A.2    Staelin, R.3    Zeithaml, V.A.4
  • 7
    • 0001878819 scopus 로고
    • A paradigm for developing better measures of marketing constructs
    • February
    • Churchill, G.A. (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16, February, pp. 64-73.
    • (1979) Journal of Marketing Research , vol.16 , pp. 64-73
    • Churchill, G.A.1
  • 8
    • 0002381637 scopus 로고
    • Measuring service quality: a reexamination and extension
    • July
    • Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 10
    • 0000770010 scopus 로고
    • Coefficient alpha and the internal structure of tests
    • Cronbach, L.J. (1951), “Coefficient alpha and the internal structure of tests”, Psychometrika, Vol. 40, pp. 5-32.
    • (1951) Psychometrika , vol.40 , pp. 5-32
    • Cronbach, L.J.1
  • 11
    • 84986065051 scopus 로고    scopus 로고
    • The netoffer model: a case example from the virtual marketspace
    • Gronroos, C, Heinonen, F., Isoniemi, K. and Lindholm, M. (2000), “The netoffer model: a case example from the virtual marketspace”, Management Decision, Vol. 38 No. 4, pp. 243-253.
    • (2000) Management Decision , vol.38 , Issue.4 , pp. 243-253
    • Gronroos, C.1    Heinonen, F.2    Isoniemi, K.3    Lindholm, M.4
  • 14
    • 84992972507 scopus 로고    scopus 로고
    • Mainspring and Bain & Company
    • 4 April available at: www.nua.ie/surveys/index.cgi?f=VS&art_id=905355695&rel=true
    • Mainspring and Bain & Company (2000), “Profits depend on customer loyalty”, 4 April, available at: www.nua.ie/surveys/index.cgi?f=VS&art_id=905355695&rel=true
    • (2000) Profits depend on customer loyalty
  • 16
    • 0002757343 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L. (1981), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Retailing, Vol. 57, pp. 25-48.
    • (1981) Journal of Retailing , vol.57 , pp. 25-48
    • Oliver, R.L.1
  • 17
    • 0001940991 scopus 로고
    • Perceived quality in consumer decision making: an integrated theoretical perspective
    • D.C. Heath Lexington, MA
    • Olshavsky, R.W. (1985), “Perceived quality in consumer decision making: an integrated theoretical perspective”, in Jacoby, J. and Olson, J.C. (Eds), Perceived Quality: How Consumers View Stores and Merchandise, D.C. Heath, Lexington, MA, pp. 3-29.
    • (1985) Perceived Quality: How Consumers View Stores and Merchandise , pp. 3-29
    • Olshavsky, R.W.1    Jacoby, J.2    Olson, J.C.3
  • 18
    • 84993065283 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420-451.
    • (1991) Journal of Retailing , vol.67 , Issue.4 , pp. 420-451
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 19
    • 84993037522 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Fall
    • 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, Fall, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 20
    • 84993015667 scopus 로고
    • SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 21
    • 84993075278 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
    • January
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58, January, pp. 111-124.
    • (1994) Journal of Marketing , vol.58 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 22
    • 84992975135 scopus 로고    scopus 로고
    • Pew Internet & American Life Project
    • available at: www.pewinternet.org/reports/reports.asp?Report=54
    • Pew Internet & American Life Project (2002), “Women surpass men as e-shoppers during the holidays”, available at: www.pewinternet.org/reports/reports.asp?Report=54
    • (2002) Women surpass men as e-shoppers during the holidays
  • 23
    • 0345014259 scopus 로고    scopus 로고
    • E-loyalty: your secret weapon on the Web
    • July-August
    • Reichheld, F.F. and Schefter, P. (2000), “E-loyalty: your secret weapon on the Web”, Harvard Business Review, July-August, pp. 105-113.
    • (2000) Harvard Business Review , pp. 105-113
    • Reichheld, F.F.1    Schefter, P.2
  • 24
    • 0025652050 scopus 로고
    • Exploring perceptions of hospital operations by a modified SERVQUAL approach
    • December
    • Reidenbach, R.E. and Sandifer-Smallwood, B. (1990), “Exploring perceptions of hospital operations by a modified SERVQUAL approach”, Journal of Health Care Marketing, Vol. 10, December, pp. 47-55.
    • (1990) Journal of Health Care Marketing , vol.10 , pp. 47-55
    • Reidenbach, R.E.1    Sandifer-Smallwood, B.2
  • 27
    • 17244375174 scopus 로고
    • Expectations, performance evaluation, and consumers’ perceptions of quality
    • October
    • Teas, K.R. (1993), “Expectations, performance evaluation, and consumers’ perceptions of quality”, Journal of Marketing, Vol. 57, October, pp. 18-34.
    • (1993) Journal of Marketing , vol.57 , pp. 18-34
    • Teas, K.R.1
  • 29
    • 0024804466 scopus 로고
    • Linking service quality, customer satisfaction, and behavioral intention
    • December
    • Woodside, A.G., Frey, L.L. and Daly, R.T. (1989), “Linking service quality, customer satisfaction, and behavioral intention”, Journal of Health Care Marketing, Vol. 9, December, pp. 5-17.
    • (1989) Journal of Health Care Marketing , vol.9 , pp. 5-17
    • Woodside, A.G.1    Frey, L.L.2    Daly, R.T.3
  • 30
    • 0141935580 scopus 로고    scopus 로고
    • Consumer perception of e-service quality: from Internet purchaser and non-purchaser perspectives
    • 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.
    • (2002) Journal of Business Strategies , vol.19 , Issue.1 , pp. 19-41
    • Yang, Z.1    Jun, M.2
  • 31
    • 0003148541 scopus 로고    scopus 로고
    • Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)
    • Yoo, B. and Donthu, N. (2001), “Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL)”, Quarterly Journal of Electronic Commerce, Vol. 2 No. 1, pp. 31-45.
    • (2001) Quarterly Journal of Electronic Commerce , vol.2 , Issue.1 , pp. 31-45
    • Yoo, B.1    Donthu, N.2
  • 32
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence
    • Zeithaml, 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.
    • (1988) Journal of Marketing , vol.52 , pp. 2-22
    • Zeithaml, V.A.1
  • 33
    • 0003801222 scopus 로고    scopus 로고
    • A conceptual framework for understanding e-service quality: implications for future research and managerial practice
    • Marketing Science Institute Working Paper Series, Report No. 00-115.
    • Zeithaml, V., Parasuraman, A. and Malhotra, A. (2000), “A conceptual framework for understanding e-service quality: implications for future research and managerial practice”, Marketing Science Institute Working Paper Series, Report No. 00-115.
    • (2000)
    • Zeithaml, V.1    Parasuraman, A.2    Malhotra, A.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.