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An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model


O'Cass, A and Carlson, J, An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model, Journal of Services Marketing, 26, (6) pp. 419-434. ISSN 0887-6045 (2012) [Refereed Article]

Copyright Statement

Copyright 2012 Emerald Group Publishing Limited

DOI: doi:10.1108/08876041211257909


Purpose The objective of this study is to develop and test a specific conceptualization and modeling specification of web site service quality and the influence web site service quality has on e-service provider loyalty and word-of-mouth.

Design/methodology/approach Data from an online survey of consumers across two studies were obtained.

Findings The results support the conceptualization and operationalization of web site service quality and its effects on word of mouth and loyalty.

Research limitations/implications Implications for the measurement of consumer perceptions of web site service quality are highlighted for researchers, and directions for future research are discussed. Practical implications E-service providers should carefully consider customer experiences on their web sites, and their management efforts to ensure they design and deliver the appropriate levels of service quality derived through the specific components of web site service quality.

Originality/value The findings are of value to e-service practitioners managing web site service quality and offer empirical support to its formative conceptualization. The focus here on formative modeling will stimulate discussion among e-service researchers and practitioners, which could result in richer e-service quality measures leading to improved marketing decision making and web site quality management.

Item Details

Item Type:Refereed Article
Keywords:web site service quality, e-services, web site loyalty, internet, formative models, web sites, customer services quality, customer loyalty
Research Division:Commerce, Management, Tourism and Services
Research Group:Tourism
Research Field:Tourist behaviour and visitor experience
Objective Division:Economic Framework
Objective Group:Management and productivity
Objective Field:Marketing
UTAS Author:O'Cass, A (Professor Aron O'Cass)
ID Code:81577
Year Published:2012
Web of Science® Times Cited:38
Deposited By:Management
Deposited On:2012-12-14
Last Modified:2017-11-28
Downloads:1 View Download Statistics

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