TY  - JOUR
AB  - Purpose– Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers.Design/methodology/approach– An empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment.Findings– Findings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions.Research limitations/implications– Further research is needed on the joint analysis of e‐services and traditional services.Practical implications– E‐service dimensions appear to have a limited impact on overall satisfaction in a traditional business context.Originality/value– This is one of the first empirical studies combining both traditional and e‐service dimensions and relating them to customer satisfaction.
VL  - 15
IS  - 6
SN  - 0960-4529
DO  - 10.1108/09604520510634014
UR  - https://doi.org/10.1108/09604520510634014
AU  - van Birgelen Marcel
AU  - Ghijsen Paul
AU  - Semeijn Janjaap
ED  - Allard C.R. van Riel
PY  - 2005
Y1  - 2005/01/01
TI  - The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 539
EP  - 554
Y2  - 2024/09/24
ER  -