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 · 3 citations
Business, Management and Accounting · Decision Sciences · Social Sciences · #Customer Service Quality and Loyalty #Technology Adoption and User Behaviour #Digital Marketing and Social Media

paper · doi:10.1177/009207002236911

Citations

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

Cited by

• Managing Internet Product Returns: A Focus on Effective Service Operations
• Integrating technology readiness into technology acceptance: The TRAM model
• Social Workers as Information Navigators: Insights into the Use of the Web for Serving Clients