Measuring e-service quality and its importance to customer satisfaction and loyalty : an empirical study in a telecom setting
Ronggang Zhou, Xiaorui Wang, Yuhan Shi, Renqian Zhang, Leyuan Zhang, Haiyan Guo
| Year of publication: |
2019
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|---|---|
| Authors: | Zhou, Ronggang ; Wang, Xiaorui ; Shi, Yuhan ; Zhang, Renqian ; Zhang, Leyuan ; Guo, Haiyan |
| Published in: |
Electronic commerce research. - Dordrecht : Springer Science + Business Media Inc., ISSN 1389-5753, ZDB-ID 2106016-2. - Vol. 19.2019, 3, p. 477-499
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| Subject: | E-service quality (e-SQ) | Customer satisfaction | Customer loyalty | User experience | Telecom setting | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Telekommunikationssektor | Telecommunications industry | Online-Handel | Online retailing | Konsumentenverhalten | Consumer behaviour | Electronic Commerce | E-commerce | Messung | Measurement | Website | Kundenbindung | Customer retention |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s10660-018-9301-3 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012099746