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https://www.researchgate.net/publication/225427196_Service_Quality_Delivery_Through_Web_Sites_A_Critical_Review_of_Extant_Knowledge
Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence.
https://link.springer.com/article/10.1177%2F009207002236911
Sep 01, 2002 · Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and ...Author: Valarie A. Zeithaml, Ananthanarayanan Parasuraman, Arvind Malhotra
https://journals.sagepub.com/doi/abs/10.1177/009207002236911
Oct 01, 2002 · Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service.Author: Valarie A. Zeithaml, Ananthanarayanan Parasuraman, Arvind Malhotra
http://public.kenan-flagler.unc.edu/faculty/malhotra/SQualWebAcadMktSci.pdf
Service quality delivery through Web sites: A critical review of extant know... Valarie A Zeithaml; A Parasuraman; Arvind Malhotra Academy of Marketing Science. Journal; Fall 2002; 30, …
http://citeseerx.ist.psu.edu/showciting?cid=618666
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).
https://www.replicon.com/blog/5-ways-improve-service-delivery-organization/
Apr 04, 2017 · While implementation, system details, and service management are all important, perhaps the best way to distinguish your business is to foster strong customer relationships based on the quality of your service. Below we outline a few ways to drive growth in your company by re-committing to exceptional service delivery:
https://www.qualtrics.com/blog/how-to-measure-service-quality/
Jun 19, 2019 · In this article, we’ll list ways to assess service quality and provide actionable insights on how to improve on your findings. How to measure service quality. In a general sense, measuring service quality depends entirely on the context and brand promise, and service quality dimensions vary according to …Author: Qualtrics
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https://repository.up.ac.za/handle/2263/3156
Quality service delivery through customer satisfaction. Login. ... Recognising the importance of customers’ judgements of service delivery has been embraced by the Batho Pele principles of putting people first, consultation and redress, as a culmination firstly of the desired effect of services on customers and the manner in which services ...Author: M. Crous
http://www.sciepub.com/reference/143187
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through website: A critical review of extant knowledge. Journal of the Academy of ...
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