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E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support

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  • Marianna Sigala

Abstract

Web 2.0 empowers online customers and social networks to engage in e-service processes such as service design, production and marketing. Although the impact of customer participation and inter-customer support on service quality is recognised, e-service quality conceptualisations and measurement models have failed to incorporate the impact of Web 2.0 on e-service delivery. After examining the role of Web 2.0 on customer participation and the gaps of previously developed e-service quality models, an extended e-service quality model is proposed that considers customer participation and inter-customer support in e-service settings. The theoretical and practical implications of the proposed model for website design and management are discussed.

Suggested Citation

  • Marianna Sigala, 2009. "E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support," The Service Industries Journal, Taylor & Francis Journals, vol. 29(10), pages 1341-1358, May.
    • Handle: RePEc:taf:servic:v:29:y:2009:i:10:p:1341-1358
    DOI: 10.1080/02642060903026239
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    References listed on IDEAS

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    1. Kristine de Valck & Fred Langerak & Peter C. Verhoef & Peeter Verlegh, 2004. "The Effect of Members' Satisfaction with a Virtual Community on Member Participation," Post-Print hal-00480844, HAL.
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    Cited by:

    1. Kuo-Chien Chang, 2017. "Feeling leads to believing: a Kansei-based approach to explore website users’ purchase intention in the travel agency sector," Information Systems and e-Business Management, Springer, vol. 15(1), pages 21-50, February.
    2. Lalicic, Lidija & Dickinger, Astrid, 2019. "An assessment of user-driven innovativeness in a mobile computing travel platform," Technological Forecasting and Social Change, Elsevier, vol. 144(C), pages 233-241.
    3. Grace Suk Ha Chan & Anna Chun-Hsuan Hsiao & Irini Lai Fun Tang, 2017. "Word of Mouth Communication Influence of Online Hotel Room Reservation Confirmation: Case Study of Individual Travelers in Hong Kong," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(3), pages 76-87, April.
    4. Lorena Blasco-Arcas & Blanca I. Hernandez-Ortega & Julio Jimenez-Martinez, 2014. "Collaborating online: the roles of interactivity and personalization," The Service Industries Journal, Taylor & Francis Journals, vol. 34(8), pages 677-698, May.

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