Robots and gunslingers: Measuring customer satisfaction on the internet

E-Service: New Directions in Theory and Practice

Volumn , Issue , 2016, Pages 65-89

  Simms, David ^a  

^a NONE   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85071657236     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (20)

1. Bitner, Mary Jo. 1990'Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses' Journal of Marketing 54 (April): 69-82
2. Borland, Jim. 1998. 'Move Over, Megamalls, Cyberspace Is the Great Retail Equalizer' Knight-Ridder/Tribune Business News, April 13, p. 11
3. Flop Tracker. 2000. The Industry Standard (May). [Flop Tracker was the name of a column that tracked companies that 'flopped'/went bankrupt. The Industry Standard was a (now defunct) online and hardcopy publication.]
4. Glazer, Rashi. 1991'Marketing in an Information-Intensive Environment: Strategic Implications of Knowledge as an Asset' Journal of Marketing 55 (November): 1-19
5. IntiMetrix. 2001a. Study of the Web hosting industry, Spring
6. IntiMetrix. 2001b. Spring customer satisfaction study (Web van), April
7. IntiMetrix. 1999-2001. Various statistics pulled from internal and proprietary research
8. Johnson, Michael D., and Anders Gustafsson. 2000. Improving Customer Satisfaction, Loyalty and Profit. San Francisco: Jossey-Bass
9. Jupiter Media Metrix. 2001. www. mediametrix. com (June)
10. Miller, Thomas W., and Dickson, Peter R. 2001'Online Market Research' International Journal of Electronic Commerce 5(3) (spring): 139-168
11. Oliver, Richard L. 1980'A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions' Journal of Marketing Research 17 (November): 460-469
12. Pastore, Michael. 1998'Convenience Draws Online Shoppers' CyberAtlas: www. cyberatlas. com (December 23)
13. 'Real Networks Hit with Privacy Lawsuit' 1999. Internet News (November): 5-16
14. Reichheld, Frederick F. 1996'Learning from Customer Defections' Harvard Business Review (April): 56-69
15. Rust, R., and K. Lemon. 2001'E-service and the Consumer' International Journal of Electronic Commerce 5(3) (spring): 85-101
16. Rust, Roland T.; Anthony J. Zahorik; and Timothy L. Keiningham. 1996. Service Marketing. New York: HarperCollins
17. Rust, Roland T.; Anthony J. Zahorik; and Timothy L. Keiningham. 1994. Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality. Chicago: Probus
18. TARP. 1979. Consumer Complaint Handling in America: Final Report. Washington, DC: Office of Consumer Affairs
19. SurveySite. 2001. www. surveysite. com
20. Zemke, Ron, and Tom Connellan. 2001. E-Service: 24 Ways to Keep Your Customers When the Competition Is Just a Click Away. New York: AMACOM, American Management Association