Carlson, J and O'Cass, AG, Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites, Journal of Services Marketing, 24, (2) pp. 112-127. ISSN 0887-6045 (2010) [Refereed Article]
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Purpose – The objective of this paper is to develop a conceptual model to examine the relationships among e-service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content-driven web sites.
Design/methodology/approach – Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.
Findings – Findings suggest that positive evaluations of e-service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content-driven professional sports web sites.
Research limitations/implications – The study specifically focuses on content-centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.
Practical implications – The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under-performing, e-service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions.Originality/value – The paper proposes and empirically supports the idea that e-service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content-driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e-services, as well as for researchers interested in the issue of managing e-service quality.
|Item Type:||Refereed Article|
|Keywords:||services, customer services quality, customer satisfaction, consumer behaviour, internet|
|Research Division:||Commerce, Management, Tourism and Services|
|Research Field:||Marketing Measurement|
|Objective Division:||Economic Framework|
|Objective Group:||Management and Productivity|
|Author:||O'Cass, AG (Professor Aron O'Cass)|
|Web of Science® Times Cited:||61|
|Downloads:||18 View Download Statistics|
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