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A Conceptual Framework for Measuring E-Service Quality

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Creating and Delivering Value in Marketing

Abstract

The idea of service quality is increasingly important to managers of companies with a web presence. Measuring e-service quality is becoming an important topic to understanding what customers’ value in an online service transaction. The goal of this paper is to conceptualize e-service quality by exploring the process, outcome, and recovery dimensions of service quality.

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Author information

Authors and Affiliations

  1. Springfield, USA

    Joel E. Collier & Carol C. Bienstock

Authors
  1. Joel E. Collier
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  2. Carol C. Bienstock
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Editor information

Editors and Affiliations

  1. Department of Marketing, Western New England University College of Business, Springfield, Massachusetts, USA

    Harlan E. Spotts

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© 2015 Academy of Marketing Science

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Collier, J.E., Bienstock, C.C. (2015). A Conceptual Framework for Measuring E-Service Quality. In: Spotts, H. (eds) Creating and Delivering Value in Marketing. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11848-2_52

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