- Title
- Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites
- Creator
- Carlson, Jamie; O'Cass, Aron
- Relation
- Journal of Services Marketing Vol. 24, Issue 2, p. 112-127
- Publisher Link
- http://dx.doi.org/10.1108/08876041011031091
- Publisher
- Emerald Group Publishing
- Resource Type
- journal article
- Date
- 2010
- Description
- Purpose: The objective of this paper is to develop a conceptual model to examine the relationships among e-service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content-driven web sites. Design/methodology/approach: Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model. Findings: Findings suggest that positive evaluations of e-service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content-driven professional sports web sites. Research limitations/implications: The study specifically focuses on content-centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings. Practical implications: The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under-performing, e-service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions. Originality/value: The paper proposes and empirically supports the idea that e-service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content-driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e-services, as well as for researchers interested in the issue of managing e-service quality.
- Subject
- consumer behaviour; customer satisfaction; customer services quality; internet
- Identifier
- http://hdl.handle.net/1959.13/932208
- Identifier
- uon:11286
- Identifier
- ISSN:0887-6045
- Language
- eng
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