International Journal of Service Industry Management: Volume 13 Issue 5


Table of contents

Consumer perceptions of Internet retail service quality

Swinder Janda, Philip J. Trocchia, Kevin P. Gwinner

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative…

E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites

Richard Feinberg, Rajesh Kadam

Business is moving online, not as a matter of choice, but as a matter of necessity. The use of the Internet as a channel for commerce and information presents an…

The impact of loyalty with e‐CRM software and e‐services

Steven A. Taylor, Gary L. Hunter

E‐service is a critical strategic marketing consideration today for many firms, based largely on the promise of more cost‐effective models of self‐service relative to…

Internet technology and customer linking in Nordic banking

Jørn Flohr Nielsen

Internet banking is now such a well‐established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the…

Moderated group chat: an empirical assessment of a new e‐service encounter

Willemijn M. van Dolen, Ko de Ruyter

In this paper, the focus is on a new type of electronic service encounter called Moderated Group Chat (MGC). MGC is defined as on‐line, real‐time interactions between…



Online date, start – end:

1990 – 2008

Copyright Holder:

Emerald Publishing Limited