IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v29y2007i12p1707-1721.html
   My bibliography  Save this article

E-service quality: an internal, multichannel and pure service perspective

Author

Listed:
  • José M. Barrutia
  • Jon Charterina
  • Ainhize Gilsanz

Abstract

This article contributes to the emerging e-service quality literature by adopting a different approach to the dominant focus in previous research. The work centres on the internal perspective of organisation, studies the pure service sector and subjects the personal sales channel and the Internet channel to joint examination. A new conceptual framework is proposed via an adaptation of the service pyramid model [Parasuraman, A. (1996). Understanding and leveraging the role of customer service in external interactive and internal marketing . Paper presented at the 1996 Frontiers in Services Conference, Nashville, TN], and employee-orientated internal marketing and technology-orientated internal marketing are analysed as integrated drivers of commercial performance, within the context of retail banking in Spain. The results suggest that both marketing activities constitute part of a coherent strategy that is geared towards making and meeting service promises, within a multichannel perspective, and is associated with high commercial performance.

Suggested Citation

  • José M. Barrutia & Jon Charterina & Ainhize Gilsanz, 2007. "E-service quality: an internal, multichannel and pure service perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1707-1721, March.
    • Handle: RePEc:taf:servic:v:29:y:2007:i:12:p:1707-1721
    DOI: 10.1080/02642060902793508
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060902793508
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060902793508?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

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


    Cited by:

    1. Ladhari, Riadh, 2010. "Developing e-service quality scales: A literature review," Journal of Retailing and Consumer Services, Elsevier, vol. 17(6), pages 464-477.
    2. Asare Yaw Obeng & Peter L Mkhize, 2017. "Operational Risk, Bank Size and the Financial Performance of Commercial Banks in Kenya," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 6(3), pages 51-69, April.
    3. Antonio Iazzi & Oronzo Trio & Monica Fait & Lea Iaia, 2013. "Social web communication and CRM in the marketing strategies of wine enterprises," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 103-116, December.
    4. Xiaoyu Li & Jiahong Yuan & Yan Shi & Zilai Sun & Junhu Ruan, 2020. "Emerging Trends and Innovation Modes of Internet Finance—Results from Co-Word and Co-Citation Networks," Future Internet, MDPI, vol. 12(3), pages 1-14, March.
    5. Gjoko Stamenkov & Zamir Dika, 2016. "Bank employees’ internal and external perspectives on e-service quality, satisfaction and loyalty," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 291-309, August.

    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:taf:servic:v:29:y:2007:i:12:p:1707-1721. 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    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.