Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace

Soon Hong Min, Ming Zhou, Doyun Kim, Jayoung Kim

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

Existing studies of electronic service quality (e-SQ) mainly deal with online shopping mall operators in business-to-consumer (B2C) markets, whereas research into the e-SQ of sellers in industrial electronic marketplaces (e-marketplaces), characterized by multiple sellers and multiple customers, is lacking. Therefore, this study intends to determine if existing theories developed and tested in the B2C online shopping mall context are directly applicable to measure e-SQ of industrial e-marketplace sellers. By qualitatively analyzing customer feedback obtained in an e-marketplace, this study offers an in-depth exploration of e-SQ dimensions, discovers a tentative causal model of the e-SQ specific to industrial e-marketplace sellers, and compares the tentative model grounded in the qualitative data with existing research tested with quantitative data. This study shows that existing e-SQ scales may not apply, without revision, to measures of the e-SQ of industrial e-marketplace sellers.

Original languageEnglish
Pages (from-to)556-582
Number of pages27
JournalJournal of Promotion Management
Volume19
Issue number5
DOIs
Publication statusPublished - 2013 Nov 1

Fingerprint

E-service quality
Service quality
Electronic services
E-marketplace
Seller
Electronic marketplace
Online shopping
Shopping mall
Qualitative data
Market research
Causal model
Operator

All Science Journal Classification (ASJC) codes

  • Marketing

Cite this

Min, Soon Hong ; Zhou, Ming ; Kim, Doyun ; Kim, Jayoung. / Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace. In: Journal of Promotion Management. 2013 ; Vol. 19, No. 5. pp. 556-582.
@article{bfa814cade444b30bece9b1cb4c8174a,
title = "Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace",
abstract = "Existing studies of electronic service quality (e-SQ) mainly deal with online shopping mall operators in business-to-consumer (B2C) markets, whereas research into the e-SQ of sellers in industrial electronic marketplaces (e-marketplaces), characterized by multiple sellers and multiple customers, is lacking. Therefore, this study intends to determine if existing theories developed and tested in the B2C online shopping mall context are directly applicable to measure e-SQ of industrial e-marketplace sellers. By qualitatively analyzing customer feedback obtained in an e-marketplace, this study offers an in-depth exploration of e-SQ dimensions, discovers a tentative causal model of the e-SQ specific to industrial e-marketplace sellers, and compares the tentative model grounded in the qualitative data with existing research tested with quantitative data. This study shows that existing e-SQ scales may not apply, without revision, to measures of the e-SQ of industrial e-marketplace sellers.",
author = "Min, {Soon Hong} and Ming Zhou and Doyun Kim and Jayoung Kim",
year = "2013",
month = "11",
day = "1",
doi = "10.1080/10496491.2013.829156",
language = "English",
volume = "19",
pages = "556--582",
journal = "Journal of Promotion Management",
issn = "1049-6491",
publisher = "Routledge",
number = "5",

}

Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace. / Min, Soon Hong; Zhou, Ming; Kim, Doyun; Kim, Jayoung.

In: Journal of Promotion Management, Vol. 19, No. 5, 01.11.2013, p. 556-582.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace

AU - Min, Soon Hong

AU - Zhou, Ming

AU - Kim, Doyun

AU - Kim, Jayoung

PY - 2013/11/1

Y1 - 2013/11/1

N2 - Existing studies of electronic service quality (e-SQ) mainly deal with online shopping mall operators in business-to-consumer (B2C) markets, whereas research into the e-SQ of sellers in industrial electronic marketplaces (e-marketplaces), characterized by multiple sellers and multiple customers, is lacking. Therefore, this study intends to determine if existing theories developed and tested in the B2C online shopping mall context are directly applicable to measure e-SQ of industrial e-marketplace sellers. By qualitatively analyzing customer feedback obtained in an e-marketplace, this study offers an in-depth exploration of e-SQ dimensions, discovers a tentative causal model of the e-SQ specific to industrial e-marketplace sellers, and compares the tentative model grounded in the qualitative data with existing research tested with quantitative data. This study shows that existing e-SQ scales may not apply, without revision, to measures of the e-SQ of industrial e-marketplace sellers.

AB - Existing studies of electronic service quality (e-SQ) mainly deal with online shopping mall operators in business-to-consumer (B2C) markets, whereas research into the e-SQ of sellers in industrial electronic marketplaces (e-marketplaces), characterized by multiple sellers and multiple customers, is lacking. Therefore, this study intends to determine if existing theories developed and tested in the B2C online shopping mall context are directly applicable to measure e-SQ of industrial e-marketplace sellers. By qualitatively analyzing customer feedback obtained in an e-marketplace, this study offers an in-depth exploration of e-SQ dimensions, discovers a tentative causal model of the e-SQ specific to industrial e-marketplace sellers, and compares the tentative model grounded in the qualitative data with existing research tested with quantitative data. This study shows that existing e-SQ scales may not apply, without revision, to measures of the e-SQ of industrial e-marketplace sellers.

UR - http://www.scopus.com/inward/record.url?scp=84888020743&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84888020743&partnerID=8YFLogxK

U2 - 10.1080/10496491.2013.829156

DO - 10.1080/10496491.2013.829156

M3 - Article

VL - 19

SP - 556

EP - 582

JO - Journal of Promotion Management

JF - Journal of Promotion Management

SN - 1049-6491

IS - 5

ER -