dc.contributor.author | Bauer, Hans H. | de |
dc.contributor.author | Falk, Tomas | de |
dc.contributor.author | Hammerschmidt, Maik | de |
dc.date.accessioned | 2008-05-06T18:52:00Z | de |
dc.date.accessioned | 2012-08-29T23:07:28Z | |
dc.date.available | 2012-08-29T23:07:28Z | |
dc.date.issued | 2006 | de |
dc.identifier.uri | http://www.ssoar.info/ssoar/handle/document/575 | |
dc.description.abstract | Existing e-service quality scales mainly focus on goal-oriented e-shopping behavior excluding hedonic quality aspects. As a consequence,
these scales do not fully cover all aspects of consumer's quality evaluation. In order to integrate both utilitarian and hedonic e-service quality
elements, we apply a transaction process model to electronic service encounters. Based on this general framework capturing all stages of the
electronic service delivery process, we develop a transaction process-based scale for measuring service quality (eTransQual). After conducting
exploratory and confirmatory factor analysis, we identify five discriminant quality dimensions: functionality/ design, enjoyment, process,
reliability and responsiveness. All extracted dimensions of eTransQual show a significant positive impact on important outcome variables like
perceived value and customer satisfaction. Moreover, enjoyment is a dominant factor in influencing both relationship duration and repurchase
intention as major drivers of customer lifetime value. As a result, we present conceptual and empirical evidence for the need to integrate both
utilitarian and hedonic e-service quality elements into one measurement scale. | en |
dc.language | en | de |
dc.subject.ddc | Wirtschaft | de |
dc.subject.ddc | Economics | en |
dc.subject.other | electronic service quality; online shopping; transaction process; scale developmente | |
dc.title | eTransQual: a transaction process-based approach for capturing service quality in online shopping | en |
dc.description.review | begutachtet | de |
dc.description.review | reviewed | en |
dc.identifier.url | http://bauer.bwl.uni-mannheim.de/Download/mitarbeiter/hammerschmidt/JBRarticleprint%20version_July2006.pdf | de |
dc.source.journal | Journal of Business Research | de |
dc.source.volume | 59 | de |
dc.publisher.country | USA | |
dc.source.issue | 7 | de |
dc.subject.classoz | Economic Sectors | en |
dc.subject.classoz | Wirtschaftssektoren | de |
dc.subject.thesoz | quality | en |
dc.subject.thesoz | Qualität | de |
dc.subject.thesoz | service | en |
dc.subject.thesoz | scale construction | en |
dc.subject.thesoz | Dienstleistung | de |
dc.subject.thesoz | Skalenkonstruktion | de |
dc.subject.thesoz | Electronic Business | de |
dc.subject.thesoz | electronic business | en |
dc.identifier.urn | urn:nbn:de:0168-ssoar-5758 | de |
dc.date.modified | 2008-05-14T13:25:00Z | de |
dc.rights.licence | Creative Commons - Namensnennung, Nicht kommerz., Keine Bearbeitung | de |
dc.rights.licence | Creative Commons - Attribution-Noncommercial-No Derivative Works | en |
ssoar.gesis.collection | SOLIS;ADIS | de |
ssoar.contributor.institution | LS ABWL und MarketingII | de |
internal.status | 3 | de |
internal.identifier.thesoz | 10041038 | |
internal.identifier.thesoz | 10057951 | |
internal.identifier.thesoz | 10037327 | |
internal.identifier.thesoz | 10064514 | |
dc.type.stock | article | de |
dc.type.document | journal article | en |
dc.type.document | Zeitschriftenartikel | de |
dc.rights.copyright | f | de |
dc.source.pageinfo | 866-875 | |
internal.identifier.classoz | 1090304 | |
internal.identifier.journal | 191 | de |
internal.identifier.document | 32 | |
internal.identifier.ddc | 330 | |
dc.subject.methods | empirisch | de |
dc.subject.methods | empirical | en |
dc.description.pubstatus | Published Version | en |
dc.description.pubstatus | Veröffentlichungsversion | de |
internal.identifier.licence | 2 | |
internal.identifier.methods | 4 | |
internal.identifier.pubstatus | 1 | |
internal.identifier.review | 2 | |
internal.check.abstractlanguageharmonizer | CERTAIN | |
internal.check.languageharmonizer | CERTAIN_RETAINED | |