Electronic Retailing and Service Quality

Abstract

The organization of this chapter is as follows. In the first section, we define electronic commerce (hereafter, e-commerce), electronic retailing (hereafter, e-retailing), electronic service (hereafter, e-service), electronic service quality (hereafter, e-service quality) and discuss the importance of e-retailing and e-service quality. In the second section, we review literature on e-service in relation to customer satisfaction (hereafter, e-satisfaction) and electronic loyalty (hereafter, e-loyalty). In the third section, we describe and critique various scales developed to measure or assess e-service quality. Finally, we offer managerial implications.