Abstract
Services marketing research increases in both intensity and relevance as services contribute an increasing share of the world’s economy and as firms and their customers increasingly interact through electronic networks. E-services present sharp new challenges to both researchers and practitioners because the processes from beginning to end of the e-service value chain are markedly different than those for offline services and because the electronic environment offers increased flexibility throughout the value chain. This flexibility creates the requirement to impose some sort of structure on all of the possible service and channel design choices. E-service flexibility creates an opportunity, and the need, to think about the consumer early in the design process. Finally, flexibility makes it difficult, but critically important, to consider various scenarios suggesting future developments in e-services. Our goal is to provide an over-view of the past and some projections for the future in the new field of e-services.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Amit, Raphael and Christoph Zott (2001), “Value Creation in E-Business,” Strategic Management Journal, 22(6/7), 493–520.
Anandalingam, G., Robert W. Day, and S. Raghavan (2005), “The Landscape of Electronic Market Design,” Management Science, 51(3), 316–327.
Ansari, Asim, Skander Essegaier, and Rajeev Kohli (2000), “Internet Recommendation Systems,” Journal of Marketing Research, 37(3), 363–375.
Asvanund, Atip, Karen B. Clay, Ramayya Krishnan, and Michael D. Smith (2004), “An Empirical Analysis of Network Externalities in Peer-to-Peer Music Sharing Networks,” Information Systems Research.
Bansal, Harvir S., Gordon H. G. McDougall, Shane S. Dikolli, and Karen L. Sedatole (2004), “Relating E-Satisfaction to Behavioral Outcomes: An Empirical Study,” Journal of Services Marketing, 18(4), 290–302.
Bauer, Hans H., Tomas Falk, and Maik Hammerschmidt (2006), “Etransqual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping,” Journal of Business Research, 59(7), 866–875.
Bendapudi, Neeli and Robert P. Leone (2003), “Psychological Implications of Customer Participation in Co-Production,” Journal of Marketing, 67(1), 14–28.
Bendoly, Elliot, James D. Blocher, Kurt M. Bretthauer, Shankar Krishnan, and M. A. Venkataraman (2005), “Online/in-Store Integration and Customer Retention,” Journal of Service Research, 1(4), 313–327.
Bettman, James R. (1979), An Information Processing Theory of Consumer Choice. Reading, MA: Addison Wesley.
Bhappu, Anita D. and Ulrike Schultze (2006), “The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology,” Journal of Service Research, 8(4), 372–385.
Bitner, Mary Jo (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, 54(2), 69–82.
-(1992), “Servicescapes: The Impact of Physical Surroundings on Customers and Employees,” Journal of Marketing, 56(2), 57–71.
-, Stephen W. Brown, and Matthew L. Meuter (2000), “Technology Infusion in Service Encounters,” Journal of the Academy of Marketing Science, 28(1), 138–149.
Bobbitt, L. Michelle and Pratibha A. Dabholkar (2001), “Integrating Attitudinal Theories to Understand and Predict Use of Technology-Based Self-Service: The Internet as an Illustration,” International Journal of Service Industry Management, 12(5), 423–450.
Bolton, Ruth N. and James H. Drew (1991), “A Multistage Model of Customers’ Assessments of Service Quality and Value,” Journal of Consumer Research, 17(4), 375–384.
Boulding, William, Richard Staelin, Michael Ehret, and Wesley J. Johnston (2005), “A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls, and Where to Go,” Journal of Marketing, 69(4), 155–166.
Boyer, Kenneth K., Roger Hallowell, and Aleda V. Roth (2002), “E-Services: Operating Strategy–a Case Study and a Method for Analyzing Operational Benefits,” Journal of Operations Management, 20(2), 175–188.
Brady, Michael K. and Joseph J. Cronin (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach..” Journal of Marketing, 65(3), 34–31.
Bridges, Eileen (1992), “Service Attributes: Expectations and Judgments. Psychology and Marketing,” Psychology & Marketing, 10(3), 185–197.
-, Ronald E. Goldsmith, and Charles F. Hofacker (2005), “Attracting and Retaining Online Buyers: Comparing B2C and B2B Customers,” in Advances in Electronic Marketing, Irvine Clarke III and Theresa B. Flaherty (eds.), Hershey, PA: The Idea Group.
Broderick, Anne J. and Supattra Vachirapornpuk (2002), “Service Quality in Internet Banking: The Importance of the Customer Role,” Market Intelligence and Planning, 20(6), 327–335.
Brohman, M. Kathryn, Richard T. Watson, Gabriele Piccoli, and A Parasuraman (2003), “Data Completeness: A Key to Effective Net-Based Customer Service Systems,” Communications of the ACM, 46(6), 47–51.
Cao, Yong and Thomas S. Gruca (2004), “The Influence of Pre-and Post-Purchase Service on Prices in the Online Book Market,” Journal of Interactive Marketing, 18(4), 51–62.
-and Hao Zhao (2004), “Evaluations of E-Tailer’s Delivery Fulfillment: Implications of Firm Characteristics and Buyer Heterogeneity,” Journal of Service Research, 6(4), 347–360.
Carroll, John M. and John C. Thomas (1982), “Metaphor and the Cognitive Representation of Computing Systems,” IEEE Transactions on Systems, Man, and Cybernetics, SMC-12(2), 107–116.
Chaitin, Gregory (2003), “Paradoxes of Randomness,” Complexity, 7(5), 14–21.
Chakravarti, Amitav and Jinhong Xie (2006), “The Impact of Standards Competition on Consumers: Effectiveness of Product Information and Advertising Formats,” Journal of Marketing Research, 43(2), 224–236.
Chang, Jennifer E., Timothy W. Simpson, Arvind Rangaswamy, and Jayesh R. Tekchandaney (2002), “A Good Website Can Convey the Wrong Brand Image!” in eBusiness Research Center Working Papers. University Park, PA.
Chesbrough, Henry and Jim Spohrer (2006), “A Research Manifesto for Services Science,” Communications of the ACM, 49(7), 35–40.
Churchill, Gilbert A., Jr. and Carol Surprenant (1982), “An Investigation into the Determinants of Customer Satisfaction.,” Journal of Marketing Research, 19(4), 491–504.
Collier, Joel E. and Carol C. Bienstock (2006), “Measuring Service Quality in E-Retailing,” Journal of Service Research, 8(3), 260–275.
Cox, Jennifer L. and Barrie G. Dale (2001), “Service Quality and E-Commerce: An Exploratory Analysis,” Managing Service Quality, 11(2), 121–131.
Cronin, Joseph J. and Stephen A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(3), 55–68.
Dabholkar, Pratibha A. (1996), “Consumer Evaluation of New Technology-Based Self-Service Options: An Investigation of Alternative Models of Service Quality,” International Journal of Research in Marketing, 13(1), 29–51.
-and Richard P. Bagozzi (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors,” Journal of Academy of Marketing Science, 30(3), 184–201.
Daft, Richard L. and Robert H. Lengel (1986), “Organizational Information Requirements, Media Richness and Structural Design,” Management Science, 32(5), 554–571.
Dailey, Lynn (2004), “Navigational Web Atmospherics: Explaining the Influence of Restrictive Navigation Cues,” Journal of Business Research, 57(7), 795–803.
Dellaert, Benedict G. C. and Stefan Stremersch (2005), “Marketing Mass-Customized Products: Striking a Balance between Utility and Complexity,” Journal of Marketing Research, 42(2), 219–227.
Dishaw, Mark T. and Diane M. Strong (1999), “Extending the Technology Acceptance Model with Task-Technology Fit Constructs,” Information & Management, 36(1), 9–21.
Edvardsson, Bo, Bo Enquist, and Robert Johnston (2005), “Cocreating Customer Value through Hyperreality in the Prepurchase Service Experience,” Journal of Service Research, 8(2), 149–161.
Evans, Philip B. and Thomas S. Wurster (1999), Blown to Bits: How the New Economics of Information Transforms Strategy. Cambridge, MA: Harvard Business School Press.
Evanschitzky, Heiner, Gopalkrishnan R. Iyer, Josef Hesse, and Dieter Ahlert (2004), “E-Satisfaction: A Re-Examination,” Journal of Retailing, 80(3), 239–247.
Feinberg, Richard and Kadam Rajesh (2002), “E-CRM Web Service Attributes as Determinants of Customer Satisfaction with Retail Web Sites,” International Journal of Service Industry Management, 13(5), 432–451.
Fisk, Raymond P., Stephen J. Grove, and Joby John (2003), Interactive Services Marketing (2nd ed.): Houghton Mifflin.
Fruchter, Gila E. and Simon P. Sigué (2005), “Transactions Vs. Relationships: What Should the Company Emphasize?” Journal of Service Research, 8(1), 18–36.
Gardner, Stanley C, Joe B. Hanna, and Michael S. LaTour (2002), “ERP and the Reengineering of Industrial Marketing Processes. A Prescriptive Overview for the New-Age Marketing Manager,” Industrial Marketing Management, 31(4), 357–365.
Godes, David and Dina Mayzlin (2004), “Using Online Conversations to Study Word-of-Mouth Communication,” Marketing Science, 23(4), 545–560.
Goldsmith, Ronald E. (1999), “The Personalized Marketplace: Beyond the 4ps,” Marketing Intelligence & Planning, 17(4), 178–185.
-(2000), “How Innovativeness Distinguishes Online Buyers,” Quarterly Journal of Electronic Commerce, 1(4), 323–333.
-(2006), “Electronic Word-of-Mouth,” in Encyclopedia of E-Commerce, E-Government and Mobile Commerce, Mehdi Khosrow-Pour (ed.), Hershey, PA: Idea Group Publishing, 408–412.
-and Eileen Bridges (2000), “E-Tailing Versus Retailing: Using Attitudes to Predict Online Buying Behavior,” Quarterly Journal of Electronic Commerce, 1(3), 245–253.
Grove, Stephen J. and Raymond P. Fisk (1997), “The Impact of Other Customers on Service Experiences: A Critical Incident Examination of Getting Along,” Journal of Retailing, 73(1), 217–224.
Gummerus, Johanna, Veronica Liljander, Minna Pura, and Allard van Riel (2004), “Customer Loyalty to Content-Based Web Sites: The Case of an Online Health-Care Service,” Journal of Services Marketing, 18(3), 175–186.
Hahn, Jungpil and Robert Kauffman, J. (2002), “Information Foraging in Internet-Based Selling: A Systems Design Value Assessment Framework,” in E-Business Management: Integration of Web Technologies with Business Models, Michael J. Shaw (ed.), New York: Kluwer.
Harris, Katherine E., Dhruv Grewal, Lois A. Mohr, and Kenneth L Bernhardt (2006), “Consumer Responses to Service Recovery Strategies: The Moderating Role of Online Versus Offline Environment,” Journal of Business Research, 59(4), 425–431.
Harris, Lloyd C. and Mark M. H. Goode (2004), “The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics,” Journal of Retailing, 80(2), 139–158.
Heim, Gregory R. and Kingshuk K. Sinha (2001), “A Product-Process Matrix for Electronic B2C Operations: Implications for the Delivery of Customer Value,” Journal of Service Research, 3(4), 286–299.
Henderson, J. C. and N. Venkatraman (1993), “Strategic Alignment: Leveraging Information Technology for Transforming Organizations,” IBM Systems Journal, 32(1), 4–16.
Holloway, Betsy B. and Sharon E. Beatty (2003), “Service Failure in Online Retailing: A Recovery Opportunity,” Journal of Service Research, 6(1), 92–105.
-, Sijun Wang, and Janet Turner Parish (2005), “The Role of Cumulative Online Purchasing Experience in Service Recovery Management,” Journal of Interactive Marketing, 19(3), 55–66.
Hopkins, Christopher D., Mary Anne Raymond, and Stephen J. Grove (2003), “Designing the E-Servicescape: Data-Driven Observations,” in American Marketing Association Frontiers in Services Conference. College Park, MD.
Iqbal, Zafar, Rohit Verma, and Roger Baran (2003), “Understanding Consumer Choices and Preferences in Transaction-Based E-Services,” Journal of Service Research, 6(1), 51–65.
Iyer, Karthik N. S., Richard Germain, and Gary L. Frankwick (2004), “Supply Chain B2B E-Commerce and Time-Based Delivery Performance,” International Journal of Physical Distribution & Logistics Management, 34(8), 645–661.
Javalgi, Rajshekhar G., Charles L. Martin, and Patricia R. Todd (2004), “The Export of E-Services in the Age of Technology Transformation: Challenges and Implications for International Service Providers,” Journal of Services Marketing, 18(7), 560–573.
Jiang, James J., Gary Klein, and Suzzane M. Crampton (2000), “A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement,” Decision Sciences, 31(3), 725–744.
Johnson, Devon S. and Sundar Bharadwaj (2005), “Digitization of Selling Activity and Sales Force Performance: An Empirical Investigation,” Journal of the Academy of Marketing Science, 33(1), 3–18.
Johnson, Eric J., Steven Bellman, and Gerald L. Lohse (2003), “Cognitive Lock-in and the Power Law of Practice,” Journal of Marketing, 67(2), 62–75.
Kaplan, Steven N. and Mohanbir Sawhney (2000), “E-Hubs: The New B2B Marketplaces,” Harvard Business Review, 78(3), 97–103.
Kim, Daekwan (2003), “The Internationalization of US Internet Portals: Does It Fit the Process Model of Internationalization?,” Marketing Intelligence & Planning, 21(1), 23–36.
Kobrin, Stephen J. (2001), “Territoriality and the Governance of Cyberspace,” Journal of International Business Studies, 32(4), 687–704.
Kolesar, Mark B. and R. Wayne Galbraith (2000), “A Services-Marketing Perspective on E-Retailing: Implications for E-Retailers and Directions for Further Research,” Internet Research: Electronic Networking Applications and Policy, 10(5), 424–438.
Krishnan, Ramayya, Michael D. Smith, and Rahul Telang (2003), “The Economics of Peer-to-Peer Networks,” Journal of Information Technology Theory, 5(3), 31–44.
Laroche, Michel, Jasmin Bergeron, and Christine Goutaland (2001), “A Three-Dimensional Scale of Intangibility,” Journal of Service Research, 4(1), 26–38.
-, Gordon H. G. McDougall, Jasmin Bergeron, and Zhiyong Yang (2004), “Exploring How Intangibility Affects Perceived Risk,” Journal of Service Research, 6(4), 373–389.
Lee, Jungki and Arthur Allaway (2002), “Effects of Personal Control on Adoption of Self-Service Technology Innovations,” Journal of Services Marketing, 16(6), 553–572.
Lovelock, Christopher and Evert Gummesson (2004), “Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives,” Journal of Service Research, 7(1), 20–41.
-and Jochen Wirtz (2004), Services Marketing: People, Technology, Strategy (5th ed.): Prentice Hall.
Mandel, Naomi and Eric J. Johnson (2002), “When Web Pages Influence Choice: Effects of Visual Primes on Experts and Novices,” Journal of Consumer Research, 29(2), 235–245.
Maxham, James G., III (2001), “Service Recovery’s Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions,” Journal of Business Research, 54(1), 11–24.
McCollough, Michael A., Leonard L. Berry, and Manjit S. Yadav (2000), “Customer Satisfaction after Service Failure and Recoveryq,” Journal of Service Research, 3(2), 121–137.
McConnell, Ben and Jackie Huba (2003), Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force. Chicago: Dearborn Trade Pub.
McKee, Daryl, Christina S. Simmers, and Jane Licata (2006), “Customer Self-Efficacy and Response to Service,” Journal of Service Research, 8(3), 207–220.
Menon, Satya and Barbara E. Kahn (2002), “Cross-Category Effects of Induced Arousal and Pleasure on the Internet Shopping Experience,” Journal of Retailing, 78(1), 31–40.
Meuter, Matthew L., Mary Jo Bitner, Amy L. Ostrom, and Stephen W. Brown (2005), “Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies,” Journal of Marketing, 69(2), 61–83.
-, Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner (2000), “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters,” Journal of Marketing, 64(3), 50–64.
Meyer, Marc H. and Michael H. Zack (1996), “The Design and Development of Information Products,” Sloan Management Review, 37(3), 43–59.
Montoya-Weiss, Mitzi M., Glenn B. Voss, and Dhruz Grewal (2003), “Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider,” Journal of the Academy of Marketing Science, 31(4), 448–458.
Oliva, Terence A., Richard W. Oliver, and Ian C. MacMillan (1992), “A Catastrophe Model for Developing Service Satisfaction Strategies,” Journal of Marketing, 56(3), 83–95.
Oliver, Richard W. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, 22(4), 460–469.
-(1993), “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts,” in Advances in Services Marketing and Management, Teresa A. Swartz and David E. Bowen and Stephen W. Brown (eds.), Vol. 2. Greenwich, CT: JAI Press.
O’Reilly, Tim (2005), “What Is Web 2.0? Design Patterns and Business Models for the Next Generation of Software,” Available: http://www.oreillynet.com/pub/a/ oreilly/tim/news/2005/09/30/what-is-web-20.html, Last accessed September 14, 2006.
Osenton, Tom (2002), Customer Share Marketing. Upper Saddle River, NJ: Prentice Hall.
Parasuraman, A. (2000), “Technology Readiness Index (Tri): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies,” Journal of Service Research, 2(4), 307–320.
Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra (2005), “E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality,” Journal of Service Research, 7(3), 213–233.
Parker, Geoffrey and Marshall W. Van Alstyne (2005), “Two-Sided Network Effects: A Theory of Information Product Design,” Management Science, 51(10), 1494–1504.
Pentland, Brian T. (2003), “Conceptualizing and Measuring Variety in the Execution of Organizational Work Processes,” Management Science, 49(7), 857–870.
Piccoli, Gabriele, M. Kathryn Brohman, Richard T. Watson, and A. Parasuraman (2004), “Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities,” Decision Sciences, 35(3), 423–455.
Posselt, Thorsten and Eitan Gerstner (2005), “Pre-Sale Vs. Post-Sale E-Satisfaction: Impact on Repurchase Intention and Overall Satisfaction,” Journal of Interactive Marketing, 19(4), 35–45.
Prahalad, C. K. and Venkat Ramaswamy (2004), “Co-Creation Experiences: The Next Practice in Value Creation,” Journal of Interactive Marketing, 18(3), 6–14.
Rabinovich, Elliot (2004), “Internet Retailing Intermediation: A Multilevel Analysis of Inventory Liquidity and Fulfillment Guarantees,” Journal of Business Logistics, 25(2), 139–170.
Raport, Jeffrey F., Bernard J. Jaworski, and Ellie J. Kyung (2004), “Best Face Forward: Improving Companies’ Service Interfaces with Customers,” Journal of Interactive Marketing, 19(4), 67–80.
----, ---- , and ---- (2005), “Best Face Forward: Improving Companies’ Service Interfaces with Customers,” Journal of Interactive Marketing, 19(4), 67–80.
Rindfleisch, Aric and Jan B. Heide (1997), “Transaction Cost Analysis: Past, Present, and Future Applications,” Journal of Marketing, 61(4), 30–54.
Rossiter, John R. (2002), “The C-Oar-Se Procedure for Scale Development in Marketing,” International Journal of Research in Marketing, 19(4), 305–335.
Rust, Roland T. and P. K. Kannan (2003), “E-Service: A New Paradigm for Business in the Electronic Environment,” Communications of the ACM, 46(6), 37–42.
-and Katherine N. Lemon (2001), “E-Service and the Consumer,” International Journal of Electronic Commerce, 5(3), 85–101.
Santos, Jessica (2003), “E-Service Quality: A Model of Virtual Service Quality Dimensions,” Managing Service Quality, 13(3), 233–246.
Sawhney, Mohanbir and Jeff Zabin (2002), “Managing and Measuring Relational Equity in the Network Economy,” Journal of the Academy of Marketing Science, 30(4), 313–332.
Schräge, Michael (2001), “Make No Mistake?” Fortune, 144(13), 184.
Seiders, Kathleen, Leonard L. Berry, and Larry G. Gresham (2000), “Attention, Retailers! How Convenient Is Your Convenience Strategy?,” Sloan Management Review, 41(3), 79–89.
Seiden, Larry and Yoko S. Seiden (2006), “Profitable Customer: The Key to Great Brands,” Advertising Age, 77(28), S7.
Seines, Fred and Håvard Hansen (2001), “The Potential Hazard of Self-Service in Developing Customer Loyalty,” Journal of Service Research, 4(2), 79–90.
Shankar, Venkatesh, Amy K. Smith, and Arvind Rangaswamy (2003), “Customer Satisfaction and Loyalty in Online and Offline Enviroments,” International Journal of Research in Marketing, 20(2), 153–175.
Simons, Luuk P. A., Charles Steinfield, and Harry Bouwman (2002), “Strategic Positioning of the Web in a Multi-Channel Market Approach,” Internet Research: Electronic Networking Applications and Policy, 12(4), 339–347.
Smith, Amy K. and Ruth N. Bolton (1998), “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril,” Journal of Service Research, 1(1), 65–81.
-, Ruth N. Bolton, and Janet Wagner (1999), “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,” Journal of Marketing Research, 36(August), 356–372.
Sousa, Rul and Christopher A. Voss (2006), “Service Quality in Multichannel Services Employing Virtual Channels,” Journal of Service Research, 8(4), 356–371.
Spreng, Richard A. and A. K. Singh (1993), “Empirical Assessment of the SERVQUAL Scale and the Relationship between Service Quality and Satisfaction,” in American Marketing Association Summer Educators’ Conference.
Srinivasan, Raji, Gary L. Lilien, and Arvind Rangaswamy (2004), “First in, First Out? The Effects of Network Externalities on Pioneer Survival,” Journal of Marketing, 68(1), 41–58.
Stevenson, Julie S., Gordon C. II Bruner, and Anand Kumar (2000), “Webpage Background and Viewer Attitudes,” Journal of Advertising Research, 40(1/2), 29–34.
Sweeney, Jillian C. and Wade Lapp (2004), “Critical Service Quality Encounters on the Web: An Exploratory Study,” Journal of Services Marketing, 18(4), 276–289.
Szmigin, Isabelle and Alexander E. Reppel (2004), “Internet Community Bonding: The Case of Macnews.De,” European Journal of Marketing, 38(5/6), 626–640.
Szymanski, David M. and Richard T. Hise (2000), “E-Satisfaction: An Initial Examination,” Journal of Retailing, 76(3), 309–322.
Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, 62(2), 60–76.
-, Mark Colgate, and David E. Bowen (2006), Sloan Management Review, 47(3), 29–38.
van Riel, Allard C. R., Veronica Liljander, and Petra Jurriens (2001), “Exploring Consumer Evaluations of E-Services: A Portal Site,” International Journal of Service Industry Management, 12(4), 359–377.
Vargo, Stephen L. and Robert F. Lusch (2004a), “Evolving to a New Dominant Logic for Marketing,” Journal of Marketing, 68(1), 1–17.
---- and ---- (2004b), “The Four Service Marketing Myths: Remnants of a Goods-Based, Manufacturing Model,” Journal of Service Research, 6(4), 324–335.
Venkatesh, Viswanath and Ritu Agarwal (2005), “Turning Visitors into Customers: A Usability-Centric Perspective on Purchase Behavior in Electronic Channels,” Management Science, 52(3), 367–382.
Verma, Rohit, Gary M. Thompson, William L. Moore, and Jordan J. Louviere (2001), “Effective Design of Products/Services: An Approach Based on Integration of Marketing and Operations Management Decisions,” Decision Sciences, 32(1), 165–193.
Villas-Boas, J. Miguel (2006), “Dynamic Competition with Experience Goods,” Journal of Economics & Management Strategy, 15(1), 37–66.
Vilnai-Yavetz, Iris and Anat Rafaeli (2006), “Aesthetics and Professionalism of Virtual Servicescapes,” Journal of Service Research, 8(3), 245–259.
Viswanathan, Siva (2005), “Competing across Technology-Differentiated Channels: The Impact of Network Externalities and Switching Costs,” Management Science, 51(3), 483–496.
Wallace, David W., Joan L. Giese, and Jean L. Johnson (2004), “Customer Loyalty in the Context of Multiple Channel Strategies,” Journal of Retailing, 80, 249–263.
Watson, Richard T., Leyland F. Pitt, Pierre Berthon, and George M. Zinkhan (2002), “U-Commerce: Expanding the Universe of Marketing,” Journal of the Academy of Marketing Science, 30(4), 333–347.
Weiser, Mark (1991), “The Computer for the Twenty-First Century,” Scientific American, 265(3), 94–104.
Wiertz, Caroline, Ko de Ruyter, Benedict G. C. Dellaert, and Charla Mathwick (2005), “The Drivers and Marketing Implications of Community Citizenship Behavior in Online Communities for Service Delivery,” in Proceedings of the 14th Annual AMA Frontiers in Services Conference. Tempe, AZ.
Williams, Russell and Miriam Dargel (2004), “From Servicescape to Cyberscape,” Marketing Intelligence & Planning, 22(2/3), 310–320.
Wolfinbarger, Mary and Mary C. Gilly (2003), “Etailq: Dimensionalizing, Measuring and Predicting Etail Quality,” Journal of Retailing, 79(3), 183–198.
Yadav, Manjit S. and Rajan Varadarajan (2005), “Interactivity in the Electronic Marketplace: An Exposition of the Concept and Implications for Research,” Journal of the Academy of Marketing Science, 33(4), 585–603.
Yang, Zhilin and Minjoon Jun (2002), “Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives,” Journal of Business Strategies, 19(1), 19–41.
Yoo, Boonghee and Naveen Donthu (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),” Quarterly Journal of Electronic Commerce, 2(1), 31–46.
Zauberman, Gal (2003), “The Intertemporal Dynamics of Consumer Lock-In,” Journal of Consumer Research, 30(3), 405–419.
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry (1985), “Problems and Strategies in Services Marketing,” Journal of Marketing, 49(2), 33–46.
----, ----, and Arvind Malhotra (2003), “Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge,” Journal of the Academy of Marketing Science, 30(4), 362–375.
Zhu, Zhen, K. Sivakumar, and A Parasuraman (2004), “A Mathematical Model of Service Failure and Recovery Strategies,” Decision Sciences, 35(3), 493–525.
Author information
Authors and Affiliations
Rights and permissions
Copyright information
© 2007 Deutscher Universitäts-Verlag | GWV Fachverlage GmbH, Wiesbaden
About this chapter
Cite this chapter
Hofacker, C.F., Goldsmith, R.E., Bridges, E., Swilley, E. (2007). E-Services: A Synthesis and Research Agenda. In: E-Services. DUV. https://doi.org/10.1007/978-3-8350-9614-1_3
Download citation
DOI: https://doi.org/10.1007/978-3-8350-9614-1_3
Publisher Name: DUV
Print ISBN: 978-3-8350-0801-4
Online ISBN: 978-3-8350-9614-1
eBook Packages: Business and EconomicsBusiness and Management (R0)