PurposeResearch studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the purpose of this study is to present a systematic review and a quantitative integration of the main findings regarding the attributes and effects of ESQ.Design/methodology/approachA meta-analysis was conducted of 134 studies regarding ESQ. Based on the extant literature, authors propose a conceptual model that review quality attributes, meta-analyze their effects on general quality, perceived value, satisfaction, trust and loyalty and test the moderation of three contextual variables (i.e. mobile vs nonmobile device, online shopping vs pure service; specific site vs Internet).FindingsDirect effects indicate that all proposed associations are significant, but with high variability, thus suggesting moderating effects. For instance, (1) type of device used by the customer, (2) type of service under analysis and (3) unit of analysis (i.e. site vs Internet) affect the relationship between quality attributes and satisfaction. This study also supported perceived value and satisfaction as relevant mediators in the link quality → loyalty.Originality/valueThis study analyses the general attributes of the ESQ construct, without the restriction of a specific model or type of service, and then tested the influence of the context. This study also shows that a substantial portion of the quality effect is transferred to loyalty through perceived value and customer satisfaction.
This article aims to examine the boundary conditions that influence the relationship between pricing strategy in multi-channel retailing and fairness perception, since past research has found controversial results concerning this subject. In experiments 1 and 2, we show that differential pricing is perceived as fairer for products in comparison to services. In experiment 3, we show that when the price difference is justified by an explanation based on costs, it is perceived as fairer than an explanation based on channel benefits. These studies help to elucidate the controversial relationship between price strategy and perceived fairness, addressing boundary conditions that have not been tested before. We suggest that product retailers should consider differential pricing strategy, since many benefits have been reported in the literature, such as higher profitability. However, service managers should be careful about using this strategy, because fairness perception influences returning intentions. Additionally, whenever possible, the price difference should be justified by an explanation based on costs.
A necessidade de contato social uma das unidades mais bsicas dos torcedores e a comunicao uma importante ferramenta. Quando os torcedores interagem com pessoas que no torcem para o o seu clube, a comunicao, naturalmente, ocorre de duas formas: positiva (boca-a-boca), que est relacionada sugesto e recomendao da equipe e; negativa (proselitismo), que refere-se defesa ostensiva, s vezes, at maligna da equipe. A literatura sobre a distino entre os dois construtos inexistente e o presente trabalho visa analisar a relao entre boca-a-boca e proselitismo, especificamente em torcedores de futebol. Os resultados indicam que os construtos divergem significativamente e possuem impactos diferentes nos gastos com o clube e comparecimento a jogos.
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