{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T01:59:13Z","timestamp":1760061553142,"version":"3.41.2"},"reference-count":84,"publisher":"Emerald","issue":"7","license":[{"start":{"date-parts":[[2008,6,19]],"date-time":"2008-06-19T00:00:00Z","timestamp":1213833600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2008,6,19]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e\u2010service design attributes. It focuses on a key operational e\u2010service design attribute \u2013 service quality \u2013 by investigating whether customers with different profiles (demographics, pattern of use of the service, and pattern of channel use) attach different levels of importance to different dimensions of web site quality.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>The study is based on path analysis of data collected from multiple sources in a commercial e\u2010service setting (e\u2010banking): data from an online survey of the customers of the e\u2010service; data stored in the transaction and log files generated by the operation of the e\u2010service over time; and data from the e\u2010service provider's customer database and back office IT systems.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The results suggest that: customer demographics, pattern of service use, and pattern of channel use have no influence on the importance attached by customers to web site quality dimensions; and customer demographics affect the pattern of use of an e\u2010service.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>Future research should examine this question in other types of e\u2010services and should examine other types of profile variables.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Service providers may not need to employ customization at the level of web site quality dimensions. The findings support the existence of the concept of an \u201coptimal\u201d web site design for quality.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper answers calls for an increased understanding of the design of high quality e\u2010services and for multidisciplinary research in the field of services management, in particular, incorporating operations management perspectives.<\/jats:p><\/jats:sec>","DOI":"10.1108\/01443570810881776","type":"journal-article","created":{"date-parts":[[2008,6,21]],"date-time":"2008-06-21T07:01:50Z","timestamp":1214031710000},"page":"592-614","source":"Crossref","is-referenced-by-count":26,"title":["Customer heterogeneity in operational e\u2010service design attributes"],"prefix":"10.1108","volume":"28","author":[{"given":"Rui","family":"Sousa","sequence":"first","affiliation":[]},{"given":"Andy C.L.","family":"Yeung","sequence":"additional","affiliation":[]},{"given":"T.C.E.","family":"Cheng","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022020220334081000_b1","doi-asserted-by":"crossref","unstructured":"Agarwal, R. and Prasad, J. (1999), \u201cAre individual differences germane to the acceptance of new information technologies?\u201d, Decision Sciences, Vol. 30 No. 2, pp. 361\u201091.","DOI":"10.1111\/j.1540-5915.1999.tb01614.x"},{"key":"key2022020220334081000_b2","doi-asserted-by":"crossref","unstructured":"Ansari, A. and Mela, C. (2003), \u201cE\u2010customization\u201d, Journal of Marketing Research, Vol. 40 No. 2, pp. 131\u201045.","DOI":"10.1509\/jmkr.40.2.131.19224"},{"key":"key2022020220334081000_b3","doi-asserted-by":"crossref","unstructured":"Asher, H. (1983), Causal Modeling, Sage University Press, Newbury Park, CA.","DOI":"10.4135\/9781412983600"},{"key":"key2022020220334081000_b4","doi-asserted-by":"crossref","unstructured":"Bartel\u2010Sheehan, K. (1999), \u201cAn investigation of gender differences in on\u2010line privacy concerns and resultant behaviors\u201d, Journal of Interactive Marketing, Vol. 13 No. 4, pp. 24\u201038.","DOI":"10.1002\/(SICI)1520-6653(199923)13:4<24::AID-DIR3>3.0.CO;2-O"},{"key":"key2022020220334081000_b5","doi-asserted-by":"crossref","unstructured":"Baumgartner, H. and Homburg, C. (1996), \u201cApplication of structural equation modeling in marketing and consumer research: a review\u201d, International Journal of Research in Marketing, Vol. 13 No. 2, pp. 139\u201061.","DOI":"10.1016\/0167-8116(95)00038-0"},{"key":"key2022020220334081000_b6","doi-asserted-by":"crossref","unstructured":"Bentler, P. and Chou, C. (1987), \u201cPractical issues in structural modeling\u201d, Sociological Methods & Research, Vol. 16, pp. 78\u2010117.","DOI":"10.1177\/0049124187016001004"},{"key":"key2022020220334081000_b7","doi-asserted-by":"crossref","unstructured":"Berry, W., Bozarth, C., Hill, T. and Klompmaker, J. (1991), \u201cFactory focus: segmenting markets from an operations perspective\u201d, Journal of Operations Management, Vol. 10 No. 3, pp. 363\u201087.","DOI":"10.1016\/0272-6963(91)90074-8"},{"key":"key2022020220334081000_b8","doi-asserted-by":"crossref","unstructured":"Black, N., Lockett, A., Ennew, C., Winklhofer, H. and McKechnie, S. (2002), \u201cModelling consumer choice of distribution channels: an illustration from financial services\u201d, International Journal of Bank Marketing, Vol. 20 No. 4, pp. 161\u201073.","DOI":"10.1108\/02652320210432945"},{"key":"key2022020220334081000_b9","doi-asserted-by":"crossref","unstructured":"Boyer, K. and Frohlich, M. (2006), \u201cAnalysis of effects of operational execution on repeat purchasing for heterogeneous customer segments\u201d, Production and Operations Management, Vol. 15 No. 2, pp. 229\u201042.","DOI":"10.1111\/j.1937-5956.2006.tb00242.x"},{"key":"key2022020220334081000_b10","doi-asserted-by":"crossref","unstructured":"Boyer, K. and Hult, G. (2005), \u201cExtending the supply chain: integrating operations and marketing in the online grocery industry\u201d, Journal of Operations Management, Vol. 23 No. 6, pp. 642\u201061.","DOI":"10.1016\/j.jom.2005.01.003"},{"key":"key2022020220334081000_b11","doi-asserted-by":"crossref","unstructured":"Boyer, K. and Pagell, M. (2000), \u201cMeasurement issues in empirical research: improving measures of operations strategy and advanced manufacturing technology\u201d, Journal of Operations Management, Vol. 18 No. 3, pp. 361\u201074.","DOI":"10.1016\/S0272-6963(99)00029-7"},{"key":"key2022020220334081000_b12","doi-asserted-by":"crossref","unstructured":"Boyer, K., Hallowell, R. and Roth, A. (2002), \u201cE\u2010services: operating strategy \u2013 a case study and a method for analyzing operational benefits\u201d, Journal of Operations Management, Vol. 20 No. 2, pp. 175\u201088.","DOI":"10.1016\/S0272-6963(01)00093-6"},{"key":"key2022020220334081000_b14","doi-asserted-by":"crossref","unstructured":"Bradley, W. and Schaefer, K. (1998), The Use and Misuses of Data and Models, The Mathematization of the Human Sciences, Sage, Thousand Oaks, CA.","DOI":"10.4135\/9781483348872"},{"key":"key2022020220334081000_b15","doi-asserted-by":"crossref","unstructured":"Burke, R. (2002), \u201cTechnology and the customer interface: what consumers want in the physical and virtual store\u201d, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 411\u201032.","DOI":"10.1177\/009207002236914"},{"key":"key2022020220334081000_b16","doi-asserted-by":"crossref","unstructured":"Cai, S. and Jun, M. (2003), \u201cInternet users' perceptions of online service quality: a comparison of online buyers and information searchers\u201d, Managing Service Quality, Vol. 13 No. 6, pp. 504\u201019.","DOI":"10.1108\/09604520310506568"},{"key":"key2022020220334081000_b17","doi-asserted-by":"crossref","unstructured":"Campbell, D. and Fiske, D. (1959), \u201cConvergent and discriminant validity by the multitrait\u2010multimethod matrix\u201d, Psychological Bulletin, Vol. 56, pp. 81\u2010105.","DOI":"10.1037\/h0046016"},{"key":"key2022020220334081000_b18","unstructured":"Darian, J. (1987), \u201cIn\u2010home shopping: are there consumer segments?\u201d, Journal of Retailing, Vol. 63 No. 2, pp. 163\u201086."},{"key":"key2022020220334081000_b19","unstructured":"Davidow, W. and Uttal, B. (1989), \u201cService companies: focus or falter\u201d, Harvard Business Review, July\/August, pp. 77\u201085."},{"key":"key2022020220334081000_b20","unstructured":"Dibb, S. (2000), \u201cMarket segmentation\u201d, in Blois, K. (Ed.), The Oxford Textbook of Marketing, Oxford University Press, New York, NY."},{"key":"key2022020220334081000_b21","doi-asserted-by":"crossref","unstructured":"Drolet, A. and Morrison, D. (2001), \u201cDo we really need multiple\u2010item measures in service research?\u201d, Journal of Service Research, Vol. 3 No. 3, pp. 196\u2010204.","DOI":"10.1177\/109467050133001"},{"key":"key2022020220334081000_b22","doi-asserted-by":"crossref","unstructured":"Eastlick, M. (1993), \u201cPredictors of videotex adoption\u201d, Journal of Direct Marketing, Vol. 7 No. 3, pp. 66\u201074.","DOI":"10.1002\/dir.4000070309"},{"key":"key2022020220334081000_b23","unstructured":"Eurostat (2003), \u201cStatistics on the information society in Europe\u201d, available at: http:\/\/europa.eu.int\/comm\/enterprise\/ict\/studies\/is\u2010stat\u201096\u201002.pdf."},{"key":"key2022020220334081000_b24","unstructured":"Evans, P. and Wurster, T. (1999), Blown to Bits: How the New Economics of Information Transforms Strategy, Harvard Business School, Boston, MA."},{"key":"key2022020220334081000_b25","doi-asserted-by":"crossref","unstructured":"Ferdows, K. and de Meyer, A. (1990), \u201cLasting improvements in manufacturing performance: in search of a new theory\u201d, Journal of Operations Management, Vol. 9 No. 2, pp. 168\u201084.","DOI":"10.1016\/0272-6963(90)90094-T"},{"key":"key2022020220334081000_b26","doi-asserted-by":"crossref","unstructured":"Fogliatto, F. and da Silveira, G. (2008), \u201cMass customization: a method for market segmentation and choice menu design\u201d, International Journal of Production Economics, Vol. 111 No. 2, pp. 606\u201022.","DOI":"10.1016\/j.ijpe.2007.02.034"},{"key":"key2022020220334081000_b27","unstructured":"Fram, E. and Grady, D. (1995), \u201cInternet buyers: will the surfers become buyers?\u201d, Direct Marketing, Vol. 58 No. 6, pp. 63\u20105."},{"key":"key2022020220334081000_b28","unstructured":"Fram, E. and Grady, D. (1997), \u201cInternet shoppers: is there a surfer gender gap?\u201d, Direct Marketing, Vol. 59 No. 9, pp. 46\u201050."},{"key":"key2022020220334081000_b29","doi-asserted-by":"crossref","unstructured":"Garbarino, E. and Strahilevitz, M. (2004), \u201cGender differences in the perceived risk of buying online and the effects of receiving a site recommendation\u201d, Journal of Business Research, Vol. 57 No. 7, pp. 768\u201075.","DOI":"10.1016\/S0148-2963(02)00363-6"},{"key":"key2022020220334081000_b30","unstructured":"Gervey, B. and Lin, J. (2000), \u201cThe age factor: how internet use varies from teens to seniors\u201d, Advertising Age, Vol. 71 No. 16, p. 22."},{"key":"key2022020220334081000_b31","unstructured":"Hair, J., Anderson, R., Tatham, R. and Black, W. (1998), Multivariate Data Analysis, 5th ed., Prentice\u2010Hall, Englewood Cliffs, NJ."},{"key":"key2022020220334081000_b32","unstructured":"Hammond, K., McWilliam, G. and Diaz, A. (1998), \u201cFun and work on the web: differences in attitude between novices and experienced users\u201d, Advances in Consumer Research, Vol. 25 No. 1, pp. 372\u20108."},{"key":"key2022020220334081000_b33","doi-asserted-by":"crossref","unstructured":"Harrison, A. and Rainer, R. (1992), \u201cThe influence of individual differences on skill in end\u2010user computing\u201d, Journal of Management Information Systems, Vol. 9 No. 1, pp. 93\u2010111.","DOI":"10.1080\/07421222.1992.11517949"},{"key":"key2022020220334081000_b34","doi-asserted-by":"crossref","unstructured":"Heim, G. and Field, J. (2007), \u201cProcess drivers of e\u2010service quality: analysis of data from an online rating site\u201d, Journal of Operations Management, Vol. 25 No. 5, pp. 962\u201084.","DOI":"10.1016\/j.jom.2006.10.002"},{"key":"key2022020220334081000_b35","doi-asserted-by":"crossref","unstructured":"Heim, G. and Sinha, K. (2001), \u201cA product\u2010process matrix for electronic B2C operations\u201d, Journal of Service Research, Vol. 3 No. 4, pp. 286\u201099.","DOI":"10.1177\/109467050134002"},{"key":"key2022020220334081000_b36","doi-asserted-by":"crossref","unstructured":"Hensley, R. (1999), \u201cA review of operations management studies using scale development techniques\u201d, Journal of Operations Management, Vol. 17 No. 3, pp. 343\u201058.","DOI":"10.1016\/S0272-6963(98)00051-5"},{"key":"key2022020220334081000_b38","doi-asserted-by":"crossref","unstructured":"Hill, A., Collier, D., Froehle, C., Goodale, J., Metters, R. and Verma, R. (2002), \u201cResearch opportunities in service process design\u201d, Journal of Operations Management, Vol. 20 No. 2, pp. 189\u2010202.","DOI":"10.1016\/S0272-6963(01)00092-4"},{"key":"key2022020220334081000_b37","unstructured":"Hill, T. (1985), Manufacturing Strategy: The Strategic Management of the Manufacturing Function, Macmillan, London."},{"key":"key2022020220334081000_b39","doi-asserted-by":"crossref","unstructured":"Hitt, L. and Frei, F. (2002), \u201cDo better customers utilize electronic distribution channels? The case of PC banking\u201d, Management Science, Vol. 48 No. 6, pp. 732\u201048.","DOI":"10.1287\/mnsc.48.6.732.188"},{"key":"key2022020220334081000_b40","doi-asserted-by":"crossref","unstructured":"Iqbal, Z., Verma, R. and Baran, R. (2003), \u201cUnderstanding consumer choices and preferences in transaction\u2010based e\u2010services\u201d, Journal of Service Research, Vol. 6 No. 1, pp. 51\u201065.","DOI":"10.1177\/1094670503254276"},{"key":"key2022020220334081000_b41","doi-asserted-by":"crossref","unstructured":"Jenkins, M. and McDonald, M. (1997), \u201cMarket segmentation: organizational archetypes and research agendas\u201d, European Journal of Marketing, Vol. 31 No. 1, pp. 17\u201032.","DOI":"10.1108\/03090569710157016"},{"key":"key2022020220334081000_b42","unstructured":"Kotler, P. (1991), Marketing Management, Prentice\u2010Hall, Englewood Cliffs, NJ."},{"key":"key2022020220334081000_b43","doi-asserted-by":"crossref","unstructured":"Lemmink, J. (2005), \u201cThe need for more multidisciplinary research\u201d, International Journal of Service Industry Management, Vol. 16 No. 1, pp. 7\u20109.","DOI":"10.1108\/09564230510587122"},{"key":"key2022020220334081000_b44","unstructured":"Li, C. (1975), Path Analysis: A Primer, Boxwood Press, Pacific Grove, CA."},{"key":"key2022020220334081000_b45","unstructured":"Loiacono, E., Watson, R. and Goodhue, D. (2001), \u201cWebQual: a website quality instrument\u201d, working paper, University of Georgia, Athens, GA."},{"key":"key2022020220334081000_b46","unstructured":"Loudon, D. and Bitta, A. (1993), Consumer Behavior: Concepts and Applications, McGraw\u2010Hill, New York, NY."},{"key":"key2022020220334081000_b47","doi-asserted-by":"crossref","unstructured":"Miller, J. and Roth, A. (1994), \u201cA taxonomy of manufacturing strategies\u201d, Management Science, Vol. 40 No. 3, pp. 285\u2010304.","DOI":"10.1287\/mnsc.40.3.285"},{"key":"key2022020220334081000_b48","doi-asserted-by":"crossref","unstructured":"Miyazaki, A. and Fernandez, A. (2001), \u201cConsumer perceptions of privacy and security risks for online shopping\u201d, Journal of Consumer Affairs, Vol. 35 No. 1, pp. 27\u201044.","DOI":"10.1111\/j.1745-6606.2001.tb00101.x"},{"key":"key2022020220334081000_b49","doi-asserted-by":"crossref","unstructured":"Moe, W. and Fader, P. (2001), \u201cUncovering patterns in cybershopping\u201d, California Management Review, Vol. 43 No. 4, pp. 106\u201017.","DOI":"10.2307\/41166103"},{"key":"key2022020220334081000_b50","doi-asserted-by":"crossref","unstructured":"Novak, T., Hoffman, D. and Yung, Y. (2000), \u201cMeasuring the customer experience in online environments: a structural modeling approach\u201d, Marketing Science, Vol. 19 No. 1, pp. 22\u201042.","DOI":"10.1287\/mksc.19.1.22.15184"},{"key":"key2022020220334081000_b51","doi-asserted-by":"crossref","unstructured":"O'Leary\u2010Kelly, S. and Vokurka, R. (1998), \u201cThe empirical assessment of construct validity\u201d, Journal of Operations Management, Vol. 16 No. 4, pp. 387\u2010405.","DOI":"10.1016\/S0272-6963(98)00020-5"},{"key":"key2022020220334081000_b52","doi-asserted-by":"crossref","unstructured":"Olson, J. and Boyer, K. (2005), \u201cInternet ticketing in a not\u2010for\u2010profit, service organization: building customer loyalty\u201d, International Journal of Operations & Production Management, Vol. 25 No. 1, pp. 74\u201092.","DOI":"10.1108\/01443570510572259"},{"key":"key2022020220334081000_b54","doi-asserted-by":"crossref","unstructured":"Parasuraman, A. and Zinkhan, G. (2002), \u201cMarketing to and serving customers through the internet: an overview and research agenda\u201d, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 286\u201095.","DOI":"10.1177\/009207002236906"},{"key":"key2022020220334081000_b53","doi-asserted-by":"crossref","unstructured":"Parasuraman, A., Zeithaml, V. and Malhotra, A. (2005), \u201cE\u2010S\u2010QUAL: a multiple\u2010item scale for assessing electronic service quality\u201d, Journal of Service Research, Vol. 7 No. 3, pp. 213\u201033.","DOI":"10.1177\/1094670504271156"},{"key":"key2022020220334081000_b55","doi-asserted-by":"crossref","unstructured":"Patricio, L., Fisk, R. and Cunha, J. (2003), \u201cImproving satisfaction with bank service offerings: measuring the contribution of each delivery channel\u201d, Managing Service Quality, Vol. 13 No. 6, pp. 471\u201082.","DOI":"10.1108\/09604520310506531"},{"key":"key2022020220334081000_b56","unstructured":"Peppers, D., Rogers, M. and Dorf, B. (1999), The One to One Field Book, Currency Doubleday, New York, NY."},{"key":"key2022020220334081000_b57","doi-asserted-by":"crossref","unstructured":"Phillips, L. (1981), \u201cAssessing measurement error in key informant reports: a methodological note on organizational analysis in marketing\u201d, Journal of Marketing Research, Vol. 18 No. 4, pp. 395\u2010415.","DOI":"10.1177\/002224378101800401"},{"key":"key2022020220334081000_b58","doi-asserted-by":"crossref","unstructured":"Podsakoff, P., MacKenzie, S., Lee, J. and Podsakoff, N. (2003), \u201cCommon method biases in behavioral research: a critical review of the literature and recommended remedies\u201d, Journal of Applied Psychology, Vol. 88 No. 5, pp. 879\u2010903.","DOI":"10.1037\/0021-9010.88.5.879"},{"key":"key2022020220334081000_b59","doi-asserted-by":"crossref","unstructured":"Pullman, M. and Moore, W. (1999), \u201cOptimal service design: integrating marketing and operations perspectives\u201d, International Journal of Service Industry Management, Vol. 10 No. 2, pp. 239\u201060.","DOI":"10.1108\/09564239910264361"},{"key":"key2022020220334081000_b60","unstructured":"Reichheld, F. and Schefter, P. (2000), \u201cE\u2010loyalty: your secret weapon on the web\u201d, Harvard Business Review, Vol. 78 No. 4, pp. 105\u201014."},{"key":"key2022020220334081000_b61","doi-asserted-by":"crossref","unstructured":"Rust, R. (2004), \u201cA call for a wider range of service research\u201d, Journal of Service Research, Vol. 6 No. 3, p. 211.","DOI":"10.1177\/109467050463001"},{"key":"key2022020220334081000_b62","doi-asserted-by":"crossref","unstructured":"Rust, R., Zohorik, A. and Keiningham, T. (1995), \u201cReturn on quality (ROQ): making service quality financially accountable\u201d, Journal of Marketing, Vol. 59 No. 2, pp. 58\u201070.","DOI":"10.1177\/002224299505900205"},{"key":"key2022020220334081000_b63","doi-asserted-by":"crossref","unstructured":"Schneider, M. (2008), \u201cA general model for the design of data warehouses\u201d, International Journal of Production Economics, Vol. 112 No. 1, pp. 309\u201025.","DOI":"10.1016\/j.ijpe.2006.11.027"},{"key":"key2022020220334081000_b64","unstructured":"Schneiderman, B. (1998), Designing the User Interface: Strategies for Effective Human\u2010Computer Interaction, Addison\u2010Wesley, Reading, MA."},{"key":"key2022020220334081000_b65","doi-asserted-by":"crossref","unstructured":"Sexton, R., Johnson, R. and Hignite, M. (2002), \u201cPredicting internet\/e\u2010commerce use\u201d, Internet Research: Electronic Networking Applications Policy, Vol. 12 No. 5, pp. 402\u201010.","DOI":"10.1108\/10662240210447155"},{"key":"key2022020220334081000_b66","unstructured":"SIBIS (2003a), \u201cBenchmarking social inclusion in the information society in Europe and the US\u201d, Project IST\u20102000\u201026276 SIBIS Statistical Indicators Benchmarking the Information Society, available at: www.empirica.biz\/sibis\/files\/download\/reports2.htm."},{"key":"key2022020220334081000_b67","unstructured":"SIBIS (2003b), \u201cMeasuring the information society in the EU, the EU accession countries, Switzerland and the US\u201d, Project IST\u20102000\u201026276 SIBIS Statistical Indicators Benchmarking the Information Society, available at http: www.sibis\u2010eu.org\/sibis\/publications\/pocketbook.htm."},{"key":"key2022020220334081000_b68","doi-asserted-by":"crossref","unstructured":"Smith, T. (1993), \u201cThe relationship of age and education across time\u201d, Social Science Research, Vol. 22, pp. 300\u201011.","DOI":"10.1006\/ssre.1993.1015"},{"key":"key2022020220334081000_b69","doi-asserted-by":"crossref","unstructured":"Smith, T. and Reece, J. (1999), \u201cThe relationship of strategy, fit, productivity, and business performance in a services setting\u201d, Journal of Operations Management, Vol. 17 No. 2, pp. 145\u201061.","DOI":"10.1016\/S0272-6963(98)00037-0"},{"key":"key2022020220334081000_b70","doi-asserted-by":"crossref","unstructured":"Sousa, R. and Voss, C. (2006), \u201cService quality in multi\u2010channel services employing virtual channels\u201d, Journal of Service Research, Vol. 8 No. 4, pp. 356\u201071.","DOI":"10.1177\/1094670506286324"},{"key":"key2022020220334081000_b71","doi-asserted-by":"crossref","unstructured":"Spathis, C., Petridou, E. and Glaveli, N. (2004), \u201cManaging service quality in banks: customers' gender effects\u201d, Managing Service Quality, Vol. 14 No. 1, pp. 90\u2010102.","DOI":"10.1108\/09604520410513695"},{"key":"key2022020220334081000_b72","doi-asserted-by":"crossref","unstructured":"Teo, T. (2001), \u201cDemographic and motivation variables associated with internet usage activities\u201d, Internet Research: Electronic Networking Applications Policy, Vol. 11 No. 2, pp. 125\u201037.","DOI":"10.1108\/10662240110695089"},{"key":"key2022020220334081000_b73","doi-asserted-by":"crossref","unstructured":"van Dierdonck, R. and Brandt, G. (1988), \u201cFocused factory in service industries\u201d, in Johnston, R. (Ed.), The Management of Service Operations, IFS, Springer, Berlin.","DOI":"10.1108\/eb054823"},{"key":"key2022020220334081000_b74","doi-asserted-by":"crossref","unstructured":"Venkatesh, V. and Morris, M. (2000), \u201cWhy do not men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior\u201d, MIS Quarterly, Vol. 24 No. 1, pp. 115\u201039.","DOI":"10.2307\/3250981"},{"key":"key2022020220334081000_b76","doi-asserted-by":"crossref","unstructured":"Verma, R. and Young, S. (2000), \u201cConfigurations of low\u2010contact services\u201d, Journal of Operations Management, Vol. 18 No. 6, pp. 643\u201061.","DOI":"10.1016\/S0272-6963(00)00044-9"},{"key":"key2022020220334081000_b75","doi-asserted-by":"crossref","unstructured":"Verma, R., Iqbal, Z. and Plaschka, G. (2004), \u201cUnderstanding customer choices in e\u2010financial services\u201d, California Management Review, Vol. 46 No. 4, pp. 43\u201067.","DOI":"10.2307\/41166274"},{"key":"key2022020220334081000_b77","doi-asserted-by":"crossref","unstructured":"Voss, C. (2003), \u201cRethinking paradigms of service: service in a virtual environment\u201d, International Journal of Operations & Production Management, Vol. 23 No. 1, pp. 88\u2010105.","DOI":"10.1108\/01443570310453271"},{"key":"key2022020220334081000_b78","doi-asserted-by":"crossref","unstructured":"Voss, C., Roth, A., Chase, R., Rosenzweig, E. and Blackmon, K. (2004), \u201cA tale of two countries \u2013 conservatism, service quality, feedback and customer satisfaction\u201d, Journal of Service Research, Vol. 6 No. 3, pp. 212\u201030.","DOI":"10.1177\/1094670503260120"},{"key":"key2022020220334081000_b79","doi-asserted-by":"crossref","unstructured":"Wiedmann, K., Buxel, H. and Walsh, G. (2002), \u201cCustomer profiling in e\u2010commerce: methodological aspects and challenges\u201d, Journal of Database Marketing, Vol. 9 No. 2, pp. 170\u201084.","DOI":"10.1057\/palgrave.jdm.3240073"},{"key":"key2022020220334081000_b80","doi-asserted-by":"crossref","unstructured":"Wolfinbarger, M. and Gilly, M. (2001), \u201cShopping online for freedom, control and fun\u201d, California Management Review, Vol. 43 No. 2, pp. 34\u201055.","DOI":"10.2307\/41166074"},{"key":"key2022020220334081000_b81","unstructured":"Wolfinbarger, M. and Gilly, M. (2002), \u201c.comQ: dimensionalizing, measuring, and predicting quality of the e\u2010tail experience\u201d, Working Paper No. 02\u2010100, Marketing Science Institute, Cambridge, MA."},{"key":"key2022020220334081000_b82","doi-asserted-by":"crossref","unstructured":"Yang, Z., Jun, M. and Peterson, R. (2004), \u201cMeasuring customer perceived online service quality: scale development and managerial implications\u201d, International Journal of Production & Operations Management, Vol. 24 No. 11, pp. 1149\u201074.","DOI":"10.1108\/01443570410563278"},{"key":"key2022020220334081000_b83","unstructured":"Yoo, B. and Donthu, N. (2001), \u201cDeveloping a scale to measure the perceived quality of an internet shopping site (SITEQUAL)\u201d, Quarterly Journal of Electronic Commerce, Vol. 2 No. 1, pp. 31\u201046."},{"key":"key2022020220334081000_b85","unstructured":"Zeithaml, V. and Gilly, M. (1987), \u201cCharacteristics affecting the acceptance of retailing technologies: a comparison of elderly and nonelderly consumers\u201d, Journal of Retailing, Vol. 63 No. 1, pp. 49\u201068."},{"key":"key2022020220334081000_b84","doi-asserted-by":"crossref","unstructured":"Zeithaml, V., Parasuraman, A. and Malhotra, A. (2002), \u201cService quality delivery through web sites: a critical review of extant knowledge\u201d, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362\u201075.","DOI":"10.1177\/009207002236911"}],"container-title":["International Journal of Operations &amp; Production Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/01443570810881776","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/01443570810881776\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/01443570810881776\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:55:33Z","timestamp":1753401333000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/ijopm\/article\/28\/7\/592-614\/137540"}},"subtitle":["An empirical investigation of service quality"],"short-title":[],"issued":{"date-parts":[[2008,6,19]]},"references-count":84,"journal-issue":{"issue":"7","published-print":{"date-parts":[[2008,6,19]]}},"alternative-id":["10.1108\/01443570810881776"],"URL":"https:\/\/doi.org\/10.1108\/01443570810881776","relation":{},"ISSN":["0144-3577"],"issn-type":[{"type":"print","value":"0144-3577"}],"subject":[],"published":{"date-parts":[[2008,6,19]]}}}