Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge

2002/10/01 by Valarie A. Zeithaml, V. A. Zeithaml, A. Parasuraman +2 · 2,689 citations
Business, Management and Accounting · Decision Sciences · Social Sciences · #Business #Computer science #Customer Service Assurance #Customer Service Quality and Loyalty #Digital Marketing and Social Media #Extant taxon #Knowledge management #Marketing #Quality (philosophy) #Service (business) #Service delivery framework #Service design #Service quality #Technology Adoption and User Behaviour #World Wide Web

paper · doi:10.1177/009207002236911

published in Journal of the Academy of Marketing Science 30(4), 362-375 (Springer Science+Business Media)

openalex publication_date 2002/10/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/04

Citations

• User Acceptance of Computer Technology: A Comparison of Two Theoretical Models
• A Conceptual Model of Service Quality and Its Implications for Future Research

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