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The relative importance of service quality dimensions in E-commerce experiences

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  • Palese, B.
  • Usai, A.

Abstract

The proliferation of socialized data offers an unprecedented opportunity for customer service measurement. This paper addresses the problem of adequately measuring service quality using socialized data.

Suggested Citation

  • Palese, B. & Usai, A., 2018. "The relative importance of service quality dimensions in E-commerce experiences," International Journal of Information Management, Elsevier, vol. 40(C), pages 132-140.
    • Handle: RePEc:eee:ininma:v:40:y:2018:i:c:p:132-140
    DOI: 10.1016/j.ijinfomgt.2018.02.001
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    References listed on IDEAS

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    1. Nikolay Archak & Anindya Ghose & Panagiotis G. Ipeirotis, 2011. "Deriving the Pricing Power of Product Features by Mining Consumer Reviews," Management Science, INFORMS, vol. 57(8), pages 1485-1509, August.
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    4. Ronald T. Cenfetelli & Izak Benbasat & Sameh Al-Natour, 2008. "Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success," Information Systems Research, INFORMS, vol. 19(2), pages 161-181, June.
    5. Paul A. Pavlou & Angelika Dimoka, 2006. "The Nature and Role of Feedback Text Comments in Online Marketplaces: Implications for Trust Building, Price Premiums, and Seller Differentiation," Information Systems Research, INFORMS, vol. 17(4), pages 392-414, December.
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    Cited by:

    1. Yang, Bai & Liu, Ying & Liang, Yan & Tang, Min, 2019. "Exploiting user experience from online customer reviews for product design," International Journal of Information Management, Elsevier, vol. 46(C), pages 173-186.
    2. Ayat Zaki Ahmed & Manuel Rodríguez Díaz, 2022. "A Methodology for Machine-Learning Content Analysis to Define the Key Labels in the Titles of Online Customer Reviews with the Rating Evaluation," Sustainability, MDPI, vol. 14(15), pages 1-31, July.
    3. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
    4. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).

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