The generalizability of the effects of retailer e-service quality dimensions

✍ Scribed by Adam Finn

• Book ID: 102099389
• Publisher: Wiley (John Wiley & Sons)
• Year: 2010
• Tongue: English
• Weight: 281 KB
• Volume: 27
• Category: Article
• ISSN: 0825-0383
• DOI: 10.1002/cjas.131

✦ Synopsis

Abstract

Research on the effects of e‐service quality dimensions on customer satisfaction and behavioural intentions has used cross‐sectional data from customer surveys. To draw managerial implications, such research assumes that model parameters estimated across service provider customers apply also to the service providers. The current study collects e‐service data that fully cross respondents with retailer websites. These crossed data are then used to compare the modelled effects of quality dimensions estimated on the confounded data with those estimated across customers and those estimated across websites. The results provide evidence of considerable inconsistency, suggesting that managers should not rely on conclusions drawn from an analysis of variation across customers. Copyright © 2010 ASAC. Published by John Wiley & Sons, Ltd.