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Service excellence in electronic channels

Valarie A. Zeithaml (Roy and Alice H. Richards Bicentennial Professor and Marketing Area Chair at the Kenan‐Flagler Business School of the University of North Carolina at Chapel Hill, North Carolina, USA.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 2002

9434

Abstract

Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.

Keywords

Citation

Zeithaml, V.A. (2002), "Service excellence in electronic channels", Managing Service Quality: An International Journal, Vol. 12 No. 3, pp. 135-139. https://doi.org/10.1108/09604520210429187

Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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