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 language | English |
|---|---|
| Pages (from-to) | 556-582 |
| Number of pages | 27 |
| Journal | Journal of Promotion Management |
| Volume | 19 |
| Issue number | 5 |
| DOIs | |
| Publication status | Published - 2013 Nov 1 |
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All Science Journal Classification (ASJC) codes
- Marketing
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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 journal › Article
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 -