Rethinking E-Commerce Service Quality: Does Website Quality Still Suffice?
Jun SunZhaojun YangYing WangYali ZhangPublished in: J. Comput. Inf. Syst. (2015)
Keyphrases
- service quality
- electronic commerce
- website
- customer satisfaction
- service providers
- user satisfaction
- quality management
- information quality
- quality of service
- customer loyalty
- online shopping
- competitive advantage
- information systems
- incident management
- call center
- job satisfaction
- online stores
- real time
- knowledge transfer
- business models
- knowledge sharing
- information sharing
- decision makers
- expert systems