As businesses and organisations move online, many question how to use Internet communication tools effectively, such as Web sites and electronic mail (Porter, 2001). Where and how should they invest their time and money in technology? This research explores a small part of this broad question,...

Despite the advent of e-retailing and other shopping alternatives in the retailing sector, the ‘one-stop’ regional shopping centre remains a popular retail format. ServQual and ServPerf have been used to measure the service quality of individual retail stores on five key dimensions, namely...