{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T13:32:29Z","timestamp":1772717549130,"version":"3.50.1"},"reference-count":131,"publisher":"Informa UK Limited","issue":"1","content-domain":{"domain":["www.tandfonline.com"],"crossmark-restriction":true},"short-container-title":["Behaviour &amp; Information Technology"],"published-print":{"date-parts":[[2022,1,2]]},"DOI":"10.1080\/0144929x.2020.1795258","type":"journal-article","created":{"date-parts":[[2020,7,20]],"date-time":"2020-07-20T03:24:48Z","timestamp":1595215488000},"page":"51-71","update-policy":"https:\/\/doi.org\/10.1080\/tandf_crossmark_01","source":"Crossref","is-referenced-by-count":19,"title":["The role of dissonance reduction and co-creation strategies in shaping smart service satisfaction \u2013 the case of Uber"],"prefix":"10.1080","volume":"41","author":[{"given":"Reza","family":"Mousavi","sequence":"first","affiliation":[{"name":"Business Information Systems Department, Western Michigan University","place":["Kalamazoo, USA"]}]},{"given":"Bidyut","family":"Hazarika","sequence":"additional","affiliation":[{"name":"Business Information Systems Department, Western Michigan University","place":["Kalamazoo, USA"]}]},{"given":"Kuanchin","family":"Chen","sequence":"additional","affiliation":[{"name":"Business Information Systems Department, Western Michigan University","place":["Kalamazoo, USA"]}]},{"given":"Thomas","family":"Rienzo","sequence":"additional","affiliation":[{"name":"Business Information Systems Department, Western Michigan University","place":["Kalamazoo, USA"]}]}],"member":"301","published-online":{"date-parts":[[2020,7,20]]},"reference":[{"key":"e_1_3_2_2_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.13.2.168.84"},{"issue":"11","key":"e_1_3_2_3_1","first-page":"288","article-title":"Threats of Online Social Networks","volume":"9","author":"Al Hasib A.","year":"2009","unstructured":"Al Hasib, A. 2009. \u201cThreats of Online Social Networks.\u201d IJCSNS International Journal of Computer Science and Network Security 9 (11): 288\u2013293.","journal-title":"IJCSNS International Journal of Computer Science and Network Security"},{"key":"e_1_3_2_4_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.trf.2018.02.025"},{"key":"e_1_3_2_5_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800304"},{"key":"e_1_3_2_6_1","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.12.2.125"},{"issue":"1","key":"e_1_3_2_7_1","first-page":"11","article-title":"An Evaluation of Cyber-Bookshops: The WebQual Method","volume":"6","author":"Barnes S.","year":"2001","unstructured":"Barnes, S., and R. Vidgen. 2001. \u201cAn Evaluation of Cyber-Bookshops: The WebQual Method.\u201d International Journal of Electronic 6 (1): 11\u201330.","journal-title":"International Journal of Electronic"},{"key":"e_1_3_2_8_1","first-page":"124","article-title":"The Resource-Based View: Origins and Implications","volume":"5","author":"Barney J. B.","year":"2001","unstructured":"Barney, J. B., and A. M. Arikan. 2001. \u201cThe Resource-Based View: Origins and Implications.\u201d The Blackwell Handbook of Strategic Management 5: 124\u2013188.","journal-title":"The Blackwell Handbook of Strategic Management"},{"key":"e_1_3_2_9_1","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2015\/39:1.03"},{"key":"e_1_3_2_10_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2006.01.021"},{"key":"e_1_3_2_11_1","doi-asserted-by":"publisher","DOI":"10.2753\/MIS0742-1222290402"},{"key":"e_1_3_2_12_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0167-9236(01)00111-7"},{"key":"e_1_3_2_13_1","doi-asserted-by":"publisher","DOI":"10.2991\/978-94-6239-142-0"},{"key":"e_1_3_2_14_1","doi-asserted-by":"publisher","DOI":"10.2307\/25148669"},{"key":"e_1_3_2_15_1","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9780511812507"},{"issue":"1","key":"e_1_3_2_16_1","first-page":"17","article-title":"Cognitive Dissonance: the Adoption of Dissonance Reduction Strategies","volume":"27","author":"Brijball S.","year":"2001","unstructured":"Brijball, S. 2001. \u201cCognitive Dissonance: the Adoption of Dissonance Reduction Strategies.\u201d Journal of Industrial Psychology 27 (1): 17\u201324.","journal-title":"Journal of Industrial Psychology"},{"key":"e_1_3_2_17_1","doi-asserted-by":"publisher","DOI":"10.1037\/h0046016"},{"key":"e_1_3_2_18_1","doi-asserted-by":"publisher","DOI":"10.1080\/101967802753433254"},{"key":"e_1_3_2_19_1","doi-asserted-by":"publisher","DOI":"10.1177\/1470593110393713"},{"issue":"1","key":"e_1_3_2_20_1","first-page":"vii","article-title":"Commentary: Issues and Opinion on Structural Equation Modeling","volume":"22","author":"Chin W. W.","year":"1998","unstructured":"Chin, W. W. 1998. \u201cCommentary: Issues and Opinion on Structural Equation Modeling.\u201d MIS Quarterly 22 (1): vii\u2013xvi.","journal-title":"MIS Quarterly"},{"key":"e_1_3_2_21_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1365-2575.2007.00238.x"},{"key":"e_1_3_2_22_1","doi-asserted-by":"publisher","DOI":"10.1080\/01449290903401986"},{"key":"e_1_3_2_23_1","doi-asserted-by":"publisher","DOI":"10.1177\/1094670505278867"},{"key":"e_1_3_2_24_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224299205600304"},{"key":"e_1_3_2_25_1","first-page":"1097","article-title":"Drive at Your own Risk: Uber Violates Unfair Competition Laws by Misleading Uberx Drivers About Their Insurance Covergae","volume":"56","author":"Davis J.","year":"2015","unstructured":"Davis, J. 2015. \u201cDrive at Your own Risk: Uber Violates Unfair Competition Laws by Misleading Uberx Drivers About Their Insurance Covergae.\u201d Boston College Law Review 56: 1097\u20131142.","journal-title":"Boston College Law Review"},{"key":"e_1_3_2_26_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.13.3.316.77"},{"key":"e_1_3_2_27_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-007-0059-8"},{"key":"e_1_3_2_28_1","doi-asserted-by":"publisher","DOI":"10.2307\/249419"},{"issue":"4","key":"e_1_3_2_29_1","first-page":"145","article-title":"The Internet of Things\u202f: a Cause for Ethical Concern","volume":"17","author":"Ebersold K.","year":"2016","unstructured":"Ebersold, K., and T. Hartford. 2016. \u201cThe Internet of Things\u202f: a Cause for Ethical Concern.\u201d Issues in Information Systems 17 (4): 145\u2013151.","journal-title":"Issues in Information Systems"},{"key":"e_1_3_2_30_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12143-007-0001-3"},{"key":"e_1_3_2_31_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-007-0061-1"},{"key":"e_1_3_2_32_1","doi-asserted-by":"publisher","DOI":"10.1515\/9781503620766"},{"key":"e_1_3_2_33_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224378101800104"},{"key":"e_1_3_2_34_1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1090.1077"},{"key":"e_1_3_2_35_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2016.03.007"},{"key":"e_1_3_2_36_1","doi-asserted-by":"publisher","DOI":"10.1108\/EJM-07-2018-0465"},{"key":"e_1_3_2_37_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2012.09.013"},{"key":"e_1_3_2_38_1","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00022"},{"key":"e_1_3_2_39_1","doi-asserted-by":"publisher","DOI":"10.1037\/0022-3514.90.5.722"},{"key":"e_1_3_2_40_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2012.02.002"},{"key":"e_1_3_2_41_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-012-0308-3"},{"key":"e_1_3_2_42_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12087-010-0044-2"},{"key":"e_1_3_2_43_1","volume-title":"Multivariate Data Analysis","author":"Hair J. F.","year":"1998","unstructured":"Hair, J. F., R. E. Anderson, R. L. Tatham, and W. C. Black. 1998. Multivariate Data Analysis. Upper Saddle River: Prentice Hall."},{"key":"e_1_3_2_44_1","doi-asserted-by":"publisher","DOI":"10.1080\/14719037.2014.881539"},{"key":"e_1_3_2_45_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-016-0509-2"},{"key":"e_1_3_2_46_1","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-03-2014-0079"},{"key":"e_1_3_2_47_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-014-0387-4"},{"key":"e_1_3_2_48_1","doi-asserted-by":"publisher","DOI":"10.1177\/0149206316668236"},{"key":"e_1_3_2_49_1","doi-asserted-by":"publisher","DOI":"10.1177\/1094670510375604"},{"issue":"1","key":"e_1_3_2_50_1","first-page":"190","article-title":"An Empirical Study of web Site Quality, Customer Value, and Customer Satisfaction Based on e-Shop","volume":"5","author":"Hsu H.","year":"2006","unstructured":"Hsu, H. 2006. \u201cAn Empirical Study of web Site Quality, Customer Value, and Customer Satisfaction Based on e-Shop.\u201d The Business Review 5 (1): 190\u2013193.","journal-title":"The Business Review"},{"key":"e_1_3_2_51_1","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1097-0266(199902)20:2<195::AID-SMJ13>3.0.CO;2-7"},{"key":"e_1_3_2_52_1","doi-asserted-by":"publisher","DOI":"10.1509\/jim.17.0151"},{"key":"e_1_3_2_53_1","doi-asserted-by":"publisher","DOI":"10.1177\/1094670514529187"},{"key":"e_1_3_2_54_1","unstructured":"Jiang JingJing. 2019. More Americans are using ride-hailing apps. Pew Research Center. https:\/\/www.pewresearch.org\/fact-tank\/2019\/01\/04\/more-americans-are-using-ride-hailing-apps\/."},{"key":"e_1_3_2_55_1","doi-asserted-by":"publisher","DOI":"10.2307\/4132324"},{"key":"e_1_3_2_56_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(00)00224-1"},{"key":"e_1_3_2_57_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2009.03.004"},{"key":"e_1_3_2_58_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.telpol.2003.12.003"},{"key":"e_1_3_2_59_1","doi-asserted-by":"publisher","DOI":"10.1080\/1478336032000047237a"},{"key":"e_1_3_2_60_1","doi-asserted-by":"publisher","DOI":"10.1108\/09590550510581485"},{"key":"e_1_3_2_61_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-010-0219-0"},{"issue":"4","key":"e_1_3_2_62_1","first-page":"292","article-title":"Does Usage Level of Online Services Matter to Customers\u2019 Bank Loyalty?","volume":"28","author":"Levy S.","year":"2014","unstructured":"Levy, S. 2014. \u201cDoes Usage Level of Online Services Matter to Customers\u2019 Bank Loyalty?\u201d Journal of Services Marketing Iss Journal of Services Marketing Journal of Services Marketing Iss Journal of Consumer Marketing 28 (4): 292\u2013299.","journal-title":"Journal of Services Marketing Iss Journal of Services Marketing Journal of Services Marketing Iss Journal of Consumer Marketing"},{"key":"e_1_3_2_63_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2016.07.016"},{"key":"e_1_3_2_64_1","doi-asserted-by":"publisher","DOI":"10.2307\/25148781"},{"key":"e_1_3_2_65_1","doi-asserted-by":"publisher","DOI":"10.1111\/1467-9280.00323"},{"key":"e_1_3_2_66_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2004.04.003"},{"issue":"3","key":"e_1_3_2_67_1","first-page":"51","article-title":"WebQual: An Instrument for Consumer Evaluation of web Sites","volume":"11","author":"Loiacono E.","year":"2007","unstructured":"Loiacono, E., and R. Watson. 2007. \u201cWebQual: An Instrument for Consumer Evaluation of web Sites.\u201d International Journal Of 11 (3): 51\u201387.","journal-title":"International Journal Of"},{"key":"e_1_3_2_68_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2016.02.028"},{"key":"e_1_3_2_69_1","doi-asserted-by":"publisher","DOI":"10.1287\/serv.2015.0100"},{"key":"e_1_3_2_70_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ausmj.2009.10.002"},{"key":"e_1_3_2_71_1","unstructured":"McGrath A. 2011. Changing or defending our behaviour: The role of attitude importance and choice in the arousal and reduction of cognitive dissonance. Carleton University Ottawa Canada."},{"key":"e_1_3_2_72_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.13.3.296.76"},{"key":"e_1_3_2_73_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2017.08.018"},{"key":"e_1_3_2_74_1","doi-asserted-by":"publisher","DOI":"10.1177\/1094670515582037"},{"key":"e_1_3_2_75_1","doi-asserted-by":"publisher","DOI":"10.2307\/25148722"},{"key":"e_1_3_2_76_1","volume-title":"Psychometric Theory","author":"Nunnally C.","year":"1978","unstructured":"Nunnally, C., and H. Bernstein. 1978. Psychometric Theory. New York: McGraw-Hill."},{"key":"e_1_3_2_77_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224378001700405"},{"key":"e_1_3_2_78_1","volume-title":"Satisfaction: A Behavioral Perspective on the Consumer","author":"Oliver R. L.","year":"2010","unstructured":"Oliver, R. L. 2010. Satisfaction: A Behavioral Perspective on the Consumer. Oxfordshire: Routledge."},{"key":"e_1_3_2_79_1","first-page":"173","volume-title":"The Handbook of Attitudes","author":"Olson J. M.","year":"2005","unstructured":"Olson, J. M., and J. Stone. 2005. \u201cThe Handbook of Attitudes.\u201d In The Handbook of Attitudes, 173\u2013221. New York: Psychology Press."},{"key":"e_1_3_2_80_1","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000006519"},{"key":"e_1_3_2_81_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.13.2.151.88"},{"key":"e_1_3_2_82_1","doi-asserted-by":"publisher","DOI":"10.1177\/1094670504271156"},{"key":"e_1_3_2_83_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224298504900403"},{"issue":"1","key":"e_1_3_2_84_1","first-page":"12","article-title":"Servqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality","volume":"64","author":"Parasuraman A.","year":"1988","unstructured":"Parasuraman, A., V. Zeithaml, and L. Berry. 1988. \u201cServqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality.\u201d Journal of Retailing 64 (1): 12\u201340.","journal-title":"Journal of Retailing"},{"key":"e_1_3_2_85_1","doi-asserted-by":"crossref","unstructured":"Park C. and Y. Kim. 2008. The effect of information satisfaction and relational benefit on consumer\u2019s online shopping site commitment. In Web technologies for commerce and services (pp. 149\u2013169). Information Science Reference.","DOI":"10.4018\/978-1-59904-822-2.ch009"},{"key":"e_1_3_2_86_1","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2015\/39.2.03"},{"key":"e_1_3_2_87_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-007-0070-0"},{"issue":"1","key":"e_1_3_2_88_1","first-page":"233","article-title":"When \u201cDisruption\u201d Collides with Accountability: Holding Ridesharing Companies Liable for Acts of Their Drivers","volume":"104","author":"Pfeffer-Gillett A.","year":"2016","unstructured":"Pfeffer-Gillett, A. 2016. \u201cWhen \u201cDisruption\u201d Collides with Accountability: Holding Ridesharing Companies Liable for Acts of Their Drivers.\u201d California Law Review 104 (1): 233\u2013268.","journal-title":"California Law Review"},{"key":"e_1_3_2_89_1","doi-asserted-by":"publisher","DOI":"10.2307\/249420"},{"key":"e_1_3_2_90_1","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.88.5.879"},{"key":"e_1_3_2_91_1","first-page":"405","article-title":"Ridesharing in the Sharing Economy: Should Regulators Impose Uber Regulations on Uber?","volume":"101","author":"Posen H. A.","year":"2015","unstructured":"Posen, H. A. 2015. \u201cRidesharing in the Sharing Economy: Should Regulators Impose Uber Regulations on Uber?\u201d Iowa Law Review 101: 405\u2013433.","journal-title":"Iowa Law Review"},{"key":"e_1_3_2_92_1","doi-asserted-by":"publisher","DOI":"10.1002\/dir.20015"},{"key":"e_1_3_2_93_1","doi-asserted-by":"publisher","DOI":"10.1007\/s10796-019-09902-4"},{"key":"e_1_3_2_94_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-014-0397-2"},{"key":"e_1_3_2_95_1","doi-asserted-by":"publisher","DOI":"10.1177\/0309132509346994"},{"key":"e_1_3_2_96_1","unstructured":"Roberts J. and L. Mok. 2011. Executive summary: New skills for the new IT. https:\/\/www.gartner.com\/doc\/1855718?ref=SiteSearch&sthkw=technology enabled services&fnl\u2009=\u2009search&srcId=1-3478922254."},{"key":"e_1_3_2_97_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-011-0274-1"},{"key":"e_1_3_2_98_1","doi-asserted-by":"publisher","DOI":"10.1080\/08870440108405863"},{"key":"e_1_3_2_99_1","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(93)90003-2"},{"key":"e_1_3_2_100_1","doi-asserted-by":"publisher","DOI":"10.1177\/1470593107083165"},{"key":"e_1_3_2_101_1","doi-asserted-by":"publisher","DOI":"10.1108\/09604520310476490"},{"key":"e_1_3_2_102_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.enpol.2006.04.013"},{"key":"e_1_3_2_103_1","doi-asserted-by":"publisher","DOI":"10.1002\/cb.183"},{"key":"e_1_3_2_104_1","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2002.11044262"},{"key":"e_1_3_2_105_1","doi-asserted-by":"publisher","DOI":"10.1145\/3051473.3051479"},{"key":"e_1_3_2_106_1","doi-asserted-by":"publisher","DOI":"10.1108\/IJRDM-05-2013-0109"},{"key":"e_1_3_2_107_1","doi-asserted-by":"publisher","DOI":"10.1080\/08874417.2004.11647578"},{"key":"e_1_3_2_108_1","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00023"},{"key":"e_1_3_2_109_1","doi-asserted-by":"publisher","DOI":"10.1037\/0033-295X.103.2.219"},{"key":"e_1_3_2_110_1","doi-asserted-by":"publisher","DOI":"10.1037\/0022-3514.68.2.247"},{"key":"e_1_3_2_111_1","doi-asserted-by":"publisher","DOI":"10.2307\/25750688"},{"key":"e_1_3_2_112_1","unstructured":"Smith A. 2016. Shared collaborative and on demand: The new digital economy. http:\/\/www.pewinternet.org\/2016\/05\/19\/on-demand-ride-hailing-apps\/."},{"key":"e_1_3_2_113_1","unstructured":"Snyder T. 2020. Back to school statistics. Institute of Educatuion Science. https:\/\/nces.ed.gov\/fastfacts\/display.asp?id=372."},{"key":"e_1_3_2_114_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2013.10.004"},{"key":"e_1_3_2_115_1","doi-asserted-by":"publisher","DOI":"10.1108\/09604520310456708"},{"key":"e_1_3_2_116_1","doi-asserted-by":"publisher","DOI":"10.2307\/30036520"},{"key":"e_1_3_2_117_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2016.02.030"},{"key":"e_1_3_2_118_1","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2013\/37.1.04"},{"key":"e_1_3_2_119_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.telpol.2005.10.003"},{"key":"e_1_3_2_120_1","volume-title":"Proceedings of GiScience","author":"Van Exel M.","year":"2010","unstructured":"Van Exel, M., E. Dias, and S. Fruijtier. 2010. The impact of crowdsourcing on spatial data quality indicators. Proceedings of GiScience."},{"key":"e_1_3_2_121_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijresmar.2016.11.001"},{"key":"e_1_3_2_122_1","doi-asserted-by":"publisher","DOI":"10.1108\/MD-04-2013-0227"},{"key":"e_1_3_2_123_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1559-1816.2012.00981.x"},{"key":"e_1_3_2_124_1","doi-asserted-by":"publisher","DOI":"10.1108\/JOSM-04-2015-0115"},{"key":"e_1_3_2_125_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1365-2575.2006.00213.x"},{"key":"e_1_3_2_126_1","doi-asserted-by":"publisher","DOI":"10.1023\/B:ISFI.0000046375.72726.67"},{"key":"e_1_3_2_127_1","doi-asserted-by":"publisher","DOI":"10.1080\/22041451.2015.1048041"},{"key":"e_1_3_2_128_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.1050.0042"},{"key":"e_1_3_2_129_1","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2013\/37.3.05"},{"key":"e_1_3_2_130_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0378-7206(04)00073-4"},{"key":"e_1_3_2_131_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2012.09.011"},{"issue":"4","key":"e_1_3_2_132_1","first-page":"362","article-title":"Service Quality Delivery Through web Sites: A Critical Review of Extant Knowledge","volume":"30","author":"Zeithaml V.","year":"2002","unstructured":"Zeithaml, V., and A. Parasuraman. 2002. \u201cService Quality Delivery Through web Sites: A Critical Review of Extant Knowledge.\u201d Journal of the Academy 30 (4): 362\u2013375.","journal-title":"Journal of the Academy"}],"container-title":["Behaviour &amp; Information Technology"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.1080\/0144929X.2020.1795258","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T12:33:10Z","timestamp":1772713990000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/0144929X.2020.1795258"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,7,20]]},"references-count":131,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2022,1,2]]}},"alternative-id":["10.1080\/0144929X.2020.1795258"],"URL":"https:\/\/doi.org\/10.1080\/0144929x.2020.1795258","relation":{},"ISSN":["0144-929X","1362-3001"],"issn-type":[{"value":"0144-929X","type":"print"},{"value":"1362-3001","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020,7,20]]},"assertion":[{"value":"The publishing and review policy for this title is described in its Aims & Scope.","order":1,"name":"peerreview_statement","label":"Peer Review Statement"},{"value":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=tbit20","URL":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=tbit20","order":2,"name":"aims_and_scope_url","label":"Aim & Scope"},{"value":"2019-02-20","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2020-07-06","order":2,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2020-07-20","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}