Working Papers

A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice

Valarie A. Zeithaml, A. Parasuraman, and Arvind Malhotra

Jan 1, 2000

Develops a framework for consumer evaluation of electronic service quality, based upon focus-group research. Compares to knowledge about traditional service quality and offers model for improving e-service quality.

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