IDEAS home Printed from https://ideas.repec.org/a/igg/jssmet/v8y2017i1p18-31.html
   My bibliography  Save this article

Descriptive Content Analysis on E-Service Research

Author

Listed:
  • Jung-Hwan Kim

    (Department of Retailing, College of Hospitality, Retail and Sport Management, University of South Carolina, Columbia, SC, USA)

  • Sharron J. Lennon

    (Department of Apparel Merchandising and Interior Design, Indiana University, Bloomington, IN, USA)

Abstract

The current study systematically and thoroughly reviewed the extant literature on e-service quality research to examine 1) how e-service is defined by researchers, 2) how e-service quality is defined by researchers, 3) what e-service quality scales and dimensions have been identified, 4) what outcome variables have been assessed in the e-service quality literature, and 5) what theories have been applied in the literature. A total of 72 articles published between 2003 and 2013 were content analyzed. The selected articles focused primarily on e-service quality in the context of B2C e-retailing. The findings of the study provide valuable information to e-service researchers by identifying gaps and disparities in the e-service quality literature. This study provides several crucial suggestions and directions for future research.

Suggested Citation

  • Jung-Hwan Kim & Sharron J. Lennon, 2017. "Descriptive Content Analysis on E-Service Research," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 8(1), pages 18-31, January.
    • Handle: RePEc:igg:jssmet:v:8:y:2017:i:1:p:18-31
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJSSMET.2017010102
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ha, Kyoo-Man, 2019. "Integrating the resources of Korean disaster management research via the Johari window," Evaluation and Program Planning, Elsevier, vol. 77(C).
    2. Jalal Rajeh Hanaysha & Mohammed Emad Al-Shaikh & Shanmugan Joghee & Haitham M. Alzoubi, 2022. "Impact of Innovation Capabilities on Business Sustainability in Small and Medium Enterprises," FIIB Business Review, , vol. 11(1), pages 67-78, March.
    3. Xuan Lan Pham & Phuong Minh Binh Nguyen & Giang Nu To Truong, 2022. "A Co-Word and Co-Citation Analysis of Digital Marketing Research," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-20, January.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jssmet:v:8:y:2017:i:1:p:18-31. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.