Designing service quality to survive: Empirical evidence from Chinese new ventures

Zhao, Yuzhen Lisa; Benedetto, C. Anthony Di

doi:10.1016/j.jbusres.2012.03.006

Cited by 40 publications

(22 citation statements)

References 53 publications

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“…As the last but important participant, the service provider has to learn the importance of protecting user privacy. Numerous studies have shown that privacy protection/security level is an important component of the overall service quality, and therefore influences the final profit of the company [163], [164], [160]. More specifically, the enhancement of privacy protection quality by the service provider potentially attracts more customers to pay for the service [165].…”

Section: From the Service Providers' Perspective: Making Privacy Tmentioning

confidence: 99%

Emerging Privacy Issues and Solutions in Cyber-Enabled Sharing Services: From Multiple Perspectives

et al. 2019

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Fast development of sharing services has become a crucial part of the cyber-enabled world construction process, as sharing services reinvent how people exchange and obtain goods or services. However, privacy leakage or disclosure remains as a key concern during the sharing service development process. While significant efforts have been undertaken to address various privacy issues in recent years, there is a surprising lack of review for privacy concerns in the cyber-enabled sharing world. To bridge the gap, in this study, we survey and evaluate existing and emerging privacy issues relating to sharing services from various perspectives. Differing from existing similar works on surveying sharing practices in various fields, our work comprehensively covers six branches of sharing services in the cyberenabled world, and selects solutions mostly from the recent five to six years. We conclude the issues and solutions from three perspectives, namely, from users', platforms' and service providers' perspectives. Hot topics and less discussed (cold) topics are identified, which provides hints to researchers for their future studies.

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Section: From the Service Providers' Perspective: Making Privacy Tmentioning

confidence: 99%

Emerging Privacy Issues and Solutions in Cyber-Enabled Sharing Services: From Multiple Perspectives

et al. 2019

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“…Качество обслуживания является важным дифференцирующим параметром в конкурентной бизнес-среде [27]. Благодаря повышению качества обслуживания компания может влиять на ценности потребителей [28], их доверие [29] и предпочтения [30].…”

Section: как работает механизм возврата товаров?unclassified

Online Consumer Trust: Building Mechanisms in the Elec-tronic Retailing Market by the Example of China and Russia

Cao¹

2018

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“…Following the advancement of service quality measurement, some tourism scholars have suggested that the role of service quality should be addressed when investigating the problem of tourist dissatisfaction and when attempting to attract new tourists or secure repeat visitors (Zhao & Di Benedetto, 2013). Tourism researchers have acknowledged that providing high-quality service is one of the most important factors for success (Atilgan, Akinci, & Aksoy, 2003).…”

Section: Servqual In Tourism Industrymentioning

confidence: 99%

Measuring the Quality of Ecotourism Services

et al. 2014

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Ecotourism forms the pillar of the country's tourism industry. Ecotourists make up more than 10% of international tourists in Malaysia. When service quality is thought of as an important factor to the success of tourism service providers, the importance of estimating service quality provided to tourists becomes apparent. Estimating service quality provides tourism service providers with the necessary information needed to manage their marketing operations appropriately. Therefore, this estimation should be performed with the right measurement scales. Despite the high volume of research on service quality (SERVQUAL) models in recent years, limited effort has been directed toward improving the tool for measuring service quality, particularly to apply to the ecotourism sector in developing countries. This article aims to improve a SERVQUAL model that is suitable for ecotourism areas in developing countries using five dimensions of the original model and one additional sustainability dimension. Based on a survey of 127 tourists in Tasik Kenyir, an exploratory factor analysis (EFA) was conducted to discover the underlying dimension of ecotourism services and test for reliability and validity. Using EFA resulted in seven factors totaling 27 items. These factors are labeled as follows: tangible sustainability, sustainable practices, tangibility, reliability, responsiveness, assurance, and empathy. The results reveal that when SERVQUAL is applied within the ecotourism context, new dimensions of tangible sustainability and sustainable practices may emerge. The result implies the need to refine the SERVQUAL model when used in different contexts.

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Designing service quality to survive: Empirical evidence from Chinese new ventures

Cited by 40 publications

References 53 publications

Emerging Privacy Issues and Solutions in Cyber-Enabled Sharing Services: From Multiple Perspectives

Emerging Privacy Issues and Solutions in Cyber-Enabled Sharing Services: From Multiple Perspectives

Online Consumer Trust: Building Mechanisms in the Elec-tronic Retailing Market by the Example of China and Russia

Measuring the Quality of Ecotourism Services

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