{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,4]],"date-time":"2024-09-04T20:41:18Z","timestamp":1725482478529},"publisher-location":"Vienna","reference-count":44,"publisher":"Springer Vienna","isbn-type":[{"type":"print","value":"9783211695647"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"DOI":"10.1007\/978-3-211-69566-1_39","type":"book-chapter","created":{"date-parts":[[2007,4,15]],"date-time":"2007-04-15T11:21:11Z","timestamp":1176636071000},"page":"425-434","source":"Crossref","is-referenced-by-count":0,"title":["Exploring Email Service Quality (EMSQ) Factors"],"prefix":"10.1007","author":[{"given":"Jamie","family":"Murphy","sequence":"first","affiliation":[]},{"given":"Roland","family":"Schegg","sequence":"additional","affiliation":[]},{"given":"Doina","family":"Olaru","sequence":"additional","affiliation":[]},{"given":"Charles F.","family":"Hofacker","sequence":"additional","affiliation":[]}],"member":"297","reference":[{"issue":"3","key":"39_CR1","doi-asserted-by":"publisher","first-page":"411","DOI":"10.1037\/0033-2909.103.3.411","volume":"103","author":"J. C. Anderson","year":"1988","unstructured":"Anderson, J. C., & Gerbing, D. W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411\u2013423.","journal-title":"Psychological Bulletin"},{"issue":"4","key":"39_CR2","doi-asserted-by":"publisher","first-page":"290","DOI":"10.1108\/08876040410542281","volume":"18","author":"H. S. Bansal","year":"2004","unstructured":"Bansal, H. S., McDougal, G. H. G., Dikolli, S. S., & Sedatole, K. L. (2004). Relating e-satisfaction to Behavioral Outcomes: An Empirical Study. Journal of Services Marketing, 18(4), 290\u2013302.","journal-title":"Journal of Services Marketing"},{"issue":"1","key":"39_CR3","doi-asserted-by":"publisher","first-page":"866","DOI":"10.1016\/j.jbusres.2006.01.021","volume":"59","author":"H. H. Bauer","year":"2006","unstructured":"Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A Transaction Process-based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, 59(1), 866\u2013875.","journal-title":"Journal of Business Research"},{"issue":"3","key":"39_CR4","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1509\/jmkg.65.3.34.18334","volume":"65","author":"M. K. Brady","year":"2001","unstructured":"Brady, M. K., & Cronin Jr, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34\u201341.","journal-title":"Journal of Marketing"},{"issue":"1","key":"39_CR5","doi-asserted-by":"crossref","first-page":"11","DOI":"10.1080\/08824090409359963","volume":"21","author":"U. Bunz","year":"2004","unstructured":"Bunz, U., & Campbell, S. W. (2004). Politeness Accommodation in Electronic Mail. Communication Research Reports, 21(1), 11\u201325.","journal-title":"Communication Research Reports"},{"issue":"6","key":"39_CR6","doi-asserted-by":"publisher","first-page":"10","DOI":"10.1016\/0024-6301(83)90002-X","volume":"16","author":"D. A. Collier","year":"1983","unstructured":"Collier, D. A. (1983). The Service Sector Revolution: The Automation of Services. Long Range Planning, 16(6), 10\u201320.","journal-title":"Long Range Planning"},{"issue":"3","key":"39_CR7","doi-asserted-by":"publisher","first-page":"260","DOI":"10.1177\/1094670505278867","volume":"8","author":"J. E. Collier","year":"2006","unstructured":"Collier, J. E., & Bienstock, C. C. (2006). Measuring Service Quality in E-Retailing. Journal of Service Research, 8(3), 260\u2013275.","journal-title":"Journal of Service Research"},{"issue":"4","key":"39_CR8","doi-asserted-by":"crossref","first-page":"479","DOI":"10.1177\/147078530404600401","volume":"46","author":"L. J. M. Coulthard","year":"2004","unstructured":"Coulthard, L. J. M. (2004). A Review and Critique of Research Using SERVQUAL. International Journal of Market Research, 46(4), 479\u2013497.","journal-title":"International Journal of Market Research"},{"issue":"1","key":"39_CR9","doi-asserted-by":"publisher","first-page":"19","DOI":"10.1177\/1094670506289531","volume":"9","author":"M. Fassnacht","year":"2006","unstructured":"Fassnacht, M., & Koese, I. (2006). Quality of Electronic Services: Conceputalizing and Testing a Hierarchical Model. Journal of Service Research, 9(1), 19\u201337.","journal-title":"Journal of Service Research"},{"issue":"2","key":"39_CR10","doi-asserted-by":"publisher","first-page":"97","DOI":"10.1080\/01449290310001659240","volume":"23","author":"J. Feng","year":"2004","unstructured":"Feng, J., Lazar, J., & Preece, J. (2004). Empathy and Online Interpersonal Trust: A Fragile Relationship. Behaviour and Information Technology, 23(2), 97\u2013106.","journal-title":"Behaviour and Information Technology"},{"issue":"1","key":"39_CR11","doi-asserted-by":"publisher","first-page":"5","DOI":"10.1111\/j.1540-5414.2006.00108.x","volume":"37","author":"C. M. Froehle","year":"2006","unstructured":"Froehle, C. M. (2006). Service Personnel, Technology and Their Interaction in Influencing Customer Satisfaction. Decision Sciences, 37(1), 5\u201338.","journal-title":"Decision Sciences"},{"issue":"1","key":"39_CR12","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.jom.2003.12.004","volume":"22","author":"C. M. Froehle","year":"2004","unstructured":"Froehle, C. M., & Roth, A. V. (2004). New Measurement Scales for Evaluating Perceptions of the Technology-mediated Customer Service Experience. Journal of Operations Management, 22(1), 1\u201321.","journal-title":"Journal of Operations Management"},{"issue":"4","key":"39_CR13","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1108\/EUM0000000004784","volume":"18","author":"C. Gr\u00f6nroos","year":"1984","unstructured":"Gr\u00f6nroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36\u201344.","journal-title":"European Journal of Marketing"},{"key":"39_CR14","volume-title":"Multivariate Data Analysis","author":"J. F. Hair","year":"2006","unstructured":"Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate Data Analysis (Sixth ed.). Upper Saddle River, NJ: Prentice Hall.","edition":"Sixth ed."},{"issue":"2","key":"39_CR15","doi-asserted-by":"publisher","first-page":"189","DOI":"10.1016\/S0272-6963(01)00092-4","volume":"20","author":"A. V. Hill","year":"2002","unstructured":"Hill, A. V., Collier, D. A., Froehle, C. M., Goodale, J. C., Metters, R. D., & Verma, R. (2002). Research Opportunities in Service Process Design. Journal of Operations Management, 20(2), 189\u2013202.","journal-title":"Journal of Operations Management"},{"key":"39_CR16","volume-title":"Culture\u2019s Consequences: International Differences in Work-Related Values","author":"G. Hofstede","year":"1980","unstructured":"Hofstede, G. (1980). Culture\u2019s Consequences: International Differences in Work-Related Values. Beverly Hills, California: Sage."},{"issue":"2","key":"39_CR17","doi-asserted-by":"publisher","first-page":"208","DOI":"10.1108\/14684520510598066","volume":"29","author":"P. Jacs\u00f3","year":"2006","unstructured":"Jacs\u00f3, P. (2006). Google Scholar: The Pros and the Cons. Online Information Review, 29(2), 208\u2013214.","journal-title":"Online Information Review"},{"key":"39_CR18","volume-title":"LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language","author":"K. G. J\u00f6reskog","year":"1998","unstructured":"J\u00f6reskog, K. G., & Sorbom, D. (1998). LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago: Scientific Software International."},{"issue":"4","key":"39_CR19","doi-asserted-by":"crossref","first-page":"607","DOI":"10.2307\/25148702","volume":"29","author":"W. J. Kettinger","year":"2005","unstructured":"Kettinger, W. J., & Lee, C. C. (2005). Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality. MIS Quarterly, 29(4), 607\u2013623.","journal-title":"MIS Quarterly"},{"issue":"1","key":"39_CR20","doi-asserted-by":"publisher","first-page":"78","DOI":"10.1108\/08876040410520726","volume":"18","author":"M. Long","year":"2004","unstructured":"Long, M., & McMellon, C. (2004). Exploring the Determinants of Retail Service Quality on the Internet. Journal of Services Marketing, 18(1), 78\u201390.","journal-title":"Journal of Services Marketing"},{"issue":"2","key":"39_CR21","doi-asserted-by":"publisher","first-page":"135","DOI":"10.1016\/S0278-4319(03)00014-8","volume":"22","author":"A. S. Mattila","year":"2003","unstructured":"Mattila, A. S., & Mount, D. J. (2003). The Impact of Selected Customer Characteristics and Response Time on E-complaint Satisfaction and Return Intent. International Journal of Hospitality Management, 22(2), 135\u2013145.","journal-title":"International Journal of Hospitality Management"},{"issue":"2","key":"39_CR22","doi-asserted-by":"publisher","first-page":"249","DOI":"10.1016\/j.tourman.2003.10.001","volume":"26","author":"K. Matzler","year":"2005","unstructured":"Matzler, K., Pechlaner, H., Abfalter, D., & Wolf, M. (2005). Determinants of Response to Customer E-mail Enquiries to Hotels: Evidence from Austria. Tourism Management, 26(2), 249\u2013259.","journal-title":"Tourism Management"},{"issue":"3","key":"39_CR23","doi-asserted-by":"publisher","first-page":"50","DOI":"10.1509\/jmkg.64.3.50.18024","volume":"64","author":"M. L. Meuter","year":"2000","unstructured":"Meuter, M., L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters. Journal of Marketing, 64(3), 50\u201364.","journal-title":"Journal of Marketing"},{"issue":"1","key":"39_CR24","doi-asserted-by":"publisher","first-page":"95","DOI":"10.1016\/S0022-4359(96)90007-X","volume":"72","author":"B. Mittal","year":"1996","unstructured":"Mittal, B., & Lassar, W. M. (1996). The Role of Personailzation in Service Encounters. Journal of Retailing, 72(1), 95\u2013109.","journal-title":"Journal of Retailing"},{"issue":"2","key":"39_CR25","doi-asserted-by":"publisher","first-page":"56","DOI":"10.1016\/S1441-3582(03)70129-3","volume":"11","author":"J. Murphy","year":"2003","unstructured":"Murphy, J., & Gomes, L. (2003). E-Mail Customer Service by Australian Educational Institutions. Australasian Marketing Journal, 11(2), 56\u201369.","journal-title":"Australasian Marketing Journal"},{"issue":"1","key":"39_CR26","first-page":"71","volume":"44","author":"J. Murphy","year":"2003","unstructured":"Murphy, J., Olaru, D., Schegg, R., & Frey, S. (2003). The Bandwagon Effect: Swiss Hotels\u2019 Website and E-mail Management. Cornell Hotel and Restaurant Administration Quarterly, 44(1), 71\u201387.","journal-title":"Cornell Hotel and Restaurant Administration Quarterly"},{"issue":"5","key":"39_CR27","doi-asserted-by":"publisher","first-page":"543","DOI":"10.1016\/S0261-5177(03)00005-0","volume":"24","author":"J. Murphy","year":"2003","unstructured":"Murphy, J., & Tan, I. (2003). Journey to Nowhere? Electronic Customer Service by Travel Agents in Singapore. Tourism Management, 24(5), 543\u2013550.","journal-title":"Tourism Management"},{"key":"39_CR28","first-page":"241","volume":"16","author":"G. Naylor","year":"2003","unstructured":"Naylor, G. (2003). The Complaining Customer: A Service Provider\u2019s Best Friend? Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 241\u2013248.","journal-title":"Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior"},{"issue":"A","key":"39_CR29","doi-asserted-by":"publisher","first-page":"41","DOI":"10.2307\/1251430","volume":"49","author":"A. Parasuraman","year":"1985","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(A), 41\u201350.","journal-title":"Journal of Marketing"},{"issue":"1","key":"39_CR30","first-page":"12","volume":"64","author":"A. Parasuraman","year":"1988","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12\u201340.","journal-title":"Journal of Retailing"},{"issue":"3","key":"39_CR31","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1177\/1094670504271156","volume":"7","author":"A. Parasuraman","year":"2005","unstructured":"Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213\u2013233.","journal-title":"Journal of Service Research"},{"issue":"3","key":"39_CR32","doi-asserted-by":"publisher","first-page":"423","DOI":"10.1111\/j.0011-7315.2004.02620.x","volume":"35","author":"G. Piccoli","year":"2004","unstructured":"Piccoli, G., Brohman, M. K., Watson, R. T., & Parasuraman, A. (2004). Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities. Decision Sciences, 35(3), 423\u2013455.","journal-title":"Decision Sciences"},{"key":"39_CR33","unstructured":"Rainie, L., & Horigan, J. (2005). A Decade of Adoption: How the Internet Has Woven Itself into American Life. In Internet: The Mainstreaming of Online Life (pp. 56\u201369): Pew Internet and American Life Project."},{"key":"39_CR34","doi-asserted-by":"crossref","unstructured":"Rains, S. A., & Young, A. M. (2006). A Sign of the Times: An Analysis of Organizational Members\u2019 Email Signatures. Journal of Computer Mediated Communication, 11(4), http:\/\/jcmc.indiana.edu\/vol11\/issue14\/rains.html.","DOI":"10.1111\/j.1083-6101.2006.00307.x"},{"issue":"6","key":"39_CR35","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1145\/777313.777336","volume":"46","author":"R. T. Rust","year":"2003","unstructured":"Rust, R. T., & Kannan, P. K. (2003). E-Service: A New Paradigm for Business in the Electronic Environment. Communications of the ACM, 46(6), 36\u201342.","journal-title":"Communications of the ACM"},{"issue":"3","key":"39_CR36","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1080\/10864415.2001.11044216","volume":"5","author":"R. T. Rust","year":"2001","unstructured":"Rust, R. T., & Lemon, K. N. (2001). E-Service and the Consumer. International Journal of Electronic Commerce, 5(3), 85\u2013101.","journal-title":"International Journal of Electronic Commerce"},{"issue":"2","key":"39_CR37","doi-asserted-by":"publisher","first-page":"99","DOI":"10.3727\/109830503773048219","volume":"6","author":"R. Schegg","year":"2003","unstructured":"Schegg, R., Murphy, J., & Leuenberger, R. (2003). Five-Star Treatment? E-Mail Customer Service by International Luxury Hotels. Information Technology and Tourism, 6(2), 99\u2013112.","journal-title":"Information Technology and Tourism"},{"issue":"4","key":"39_CR38","doi-asserted-by":"publisher","first-page":"356","DOI":"10.1177\/1094670506286324","volume":"8","author":"R. Sousa","year":"2006","unstructured":"Sousa, R., & Voss, C. A. (2006). Service Quality in Mulitchannel Services Employing Virtual Channels. Journal of Service Research, 8(4), 356\u2013371.","journal-title":"Journal of Service Research"},{"issue":"1","key":"39_CR39","doi-asserted-by":"publisher","first-page":"63","DOI":"10.1002\/1520-6653(200124)15:1<63::AID-DIR1004>3.0.CO;2-C","volume":"15","author":"J. Strauss","year":"2001","unstructured":"Strauss, J., & Hill, D. J. (2001). Consumer Complaints by Emails: An Exploratory Investigation of Corporate Responses and Customer Reactions. Journal of Interactive Marketing, 15(1), 63\u201373.","journal-title":"Journal of Interactive Marketing"},{"issue":"5","key":"39_CR40","doi-asserted-by":"publisher","first-page":"86","DOI":"10.1108\/01443579410056830","volume":"15","author":"P. Walley","year":"1994","unstructured":"Walley, P., & Amin, V. (1994). Automation in a Customer Contact Environment. International Journal of Operations & Production Management, 15(5), 86\u2013100.","journal-title":"International Journal of Operations & Production Management"},{"issue":"3","key":"39_CR41","doi-asserted-by":"publisher","first-page":"183","DOI":"10.1016\/S0022-4359(03)00034-4","volume":"79","author":"M. Wolfinbarger","year":"2003","unstructured":"Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, Measuring and Predicting etail Quality. Journal of Retailing, 79(3), 183\u2013198.","journal-title":"Journal of Retailing"},{"issue":"1","key":"39_CR42","doi-asserted-by":"crossref","first-page":"19","DOI":"10.54155\/jbs.19.1.19-42","volume":"19","author":"Z. Yang","year":"2002","unstructured":"Yang, Z., & Jun, M. (2002). Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives. Journal of Business Strategies, 19(1), 19\u201341.","journal-title":"Journal of Business Strategies"},{"issue":"7","key":"39_CR43","doi-asserted-by":"publisher","first-page":"685","DOI":"10.1108\/08876040310501241","volume":"17","author":"Z. Yang","year":"2003","unstructured":"Yang, Z., Peterson, R. T., & Cai, S. (2003). Services Quality Dimensions of Internet Retailing: An Exploratory Analysis. Journal of Services Marketing, 17(7), 685\u2013700.","journal-title":"Journal of Services Marketing"},{"key":"39_CR44","volume-title":"e-Service","author":"R. Zemke","year":"2001","unstructured":"Zemke, R., & Connellan, T. (2001). e-Service. New York, New York: Amacom."}],"container-title":["Information and Communication Technologies in Tourism 2007"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-211-69566-1_39.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,5,11]],"date-time":"2023-05-11T09:47:41Z","timestamp":1683798461000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-211-69566-1_39"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[null]]},"ISBN":["9783211695647"],"references-count":44,"URL":"https:\/\/doi.org\/10.1007\/978-3-211-69566-1_39","relation":{},"subject":[]}}