Purpose – The purpose of this paper is to design, develop and evaluate a reliable and valid scale for the measurement of online retail service quality, specifically in the French context. Design/methodology/approach – Study 1 derived scale items from the literature by content analysis. Study...

The field of tourism was noted at the 2005 Organization for Economic Cooperation and Development (OECD) conference to be global and growing (Keler, 2005). That growth has continued today, with no signs of abatement (Todd, 2008). Globally, international tourists numbered 900 million in 2007...