{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T14:56:34Z","timestamp":1781103394402,"version":"3.54.1"},"reference-count":60,"publisher":"IGI Global Scientific Publishing","issue":"1","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2018,1,1]]},"abstract":"<p>This article takes a longitudinal approach to examine the evolution of e-retail sites in reference to service delivery performance. Using a content analysis approach, product-related e-service attributes currently available on women's apparel websites were identified and quantified in order to compare them to data collected in an earlier time frame. A Chi-square Goodness-of-Fit test was conducted to compare availability of e-service attributes in 2011 and 2016. The current retailers provided more product description\/presentation attributes on their websites than in the 2011 research. However, they are still at an unsatisfactory level that need further improvement. This article offers practical insights for fashion websites in terms of the areas of strengths and weakness in e-service performance by exploring how e-service performance of apparel e-retailers has changed over the past five years.<\/p>","DOI":"10.4018\/ijssmet.2018010103","type":"journal-article","created":{"date-parts":[[2017,11,15]],"date-time":"2017-11-15T10:14:22Z","timestamp":1510740862000},"page":"24-40","source":"Crossref","is-referenced-by-count":12,"title":["E-Service Performance of Apparel E-Retailing Websites"],"prefix":"10.4018","volume":"9","author":[{"given":"Jung-Hwan","family":"Kim","sequence":"first","affiliation":[{"name":"Department of Retailing, College of Hospitality, Retail and Sport Management, University of South Carolina, Columbia, SC, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Minjeong","family":"Kim","sequence":"additional","affiliation":[{"name":"Indiana University Bloomington, Bloomington, IN, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Sharron J.","family":"Lennon","sequence":"additional","affiliation":[{"name":"Indiana University Bloomington, Bloomington, IN, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"IJSSMET.2018010103-0","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2016100101"},{"issue":"3","key":"IJSSMET.2018010103-1","first-page":"114","article-title":"An integrative approach to the assessment of e-commerce quality.","volume":"3","author":"S. J.Barnes","year":"2002","journal-title":"Journal of Electronic Commerce Research"},{"key":"IJSSMET.2018010103-2","unstructured":"Barns, M. (2016). Global e-commerce becoming the great equalizer. Forbes. Retrieved from https:\/\/www.forbes.com\/sites\/greatspeculations\/2016\/01\/20\/global-e-commerce-becoming-the-great-equalizer\/#4ba220fb5773"},{"key":"IJSSMET.2018010103-3","unstructured":"Bigcommerce (2015). What are wish lists and why are they important? Retrieved from https:\/\/www.bigcommerce.com\/ecommerce-answers\/what-are-wish-lists-and-why-are-they-important\/"},{"key":"IJSSMET.2018010103-4","volume":"Vol. 4","author":"G. C.Bruner","year":"2005","journal-title":"Marketing scales handbook: A compilation of multi-item measures for consumer behavior & advertising"},{"key":"IJSSMET.2018010103-5","unstructured":"Business Insider. (2016). Here\u2019s why e-commerce retailers are embracing live chat customer service. Retrieved from http:\/\/www.businessinsider.com\/e-commerce-retailers-using-live-chat-to-improve-sales-2016-3"},{"key":"IJSSMET.2018010103-6","unstructured":"CNBC. (2016). The next wave of online shopping is about to hit. Retrieved from http:\/\/www.cnbc.com\/2016\/06\/09\/the-next-wave-of-online-shopping-is-about-to-hit.html"},{"key":"IJSSMET.2018010103-7","unstructured":"Complex. (2015). Sorry men, women are now dominating online shopping. Retrieved from http:\/\/www.complex.com\/style\/2015\/10\/report-women-use-mobile-devices-to-online-shop-more-than-men"},{"key":"IJSSMET.2018010103-8","unstructured":"Consumerist. (2016). Clothing and accessories now the biggest category in e-commerce. Retrieved from https:\/\/consumerist.com\/2016\/04\/06\/clothing-and-accessories-now-the-biggest-category-in-e-commerce\/"},{"issue":"1","key":"IJSSMET.2018010103-9","first-page":"13","article-title":"The impact of online shopping experience on risk perceptions and online purchase intentions: Does product category matter?","volume":"15","author":"B.Dai","year":"2014","journal-title":"Journal of Electronic Commerce Research"},{"key":"IJSSMET.2018010103-10","unstructured":"Delrey, J. (2016). Clothing became the no.1 online sales category for the first time in 2015. Recode.net. Retrieved from http:\/\/www.recode.net\/2016\/4\/1\/11585782\/clothing-biggest-online-sales-category-comscore"},{"key":"IJSSMET.2018010103-11","unstructured":"E-tailing group. (2015). Mind the gap: Omnichannel expectations, reality and opportunities. Retrieved from http:\/\/www.ircecontent.com\/assets\/238 \/resources\/Freedman1.pdf"},{"key":"IJSSMET.2018010103-12","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2017010105"},{"issue":"62","key":"IJSSMET.2018010103-13","first-page":"107","article-title":"The qualitative content analysis process.","volume":"1","author":"S.Elo","year":"2007","journal-title":"Journal of Advanced Nursing"},{"key":"IJSSMET.2018010103-14","unstructured":"eMarketer. (2015a). How many smartphone users are officially addicted? The majority of smartphone users check their phones at least a few times an hour. Retrieved from http:\/\/www.emarketer.com\/Article\/How-Many-Smartphone-Users-Officially-Addicted\/1012800"},{"key":"IJSSMET.2018010103-15","unstructured":"eMarketer. (2015b). US retail sales to near $5 trillion in 2016: The vast majority of retail sales are still transacted in brick-and-mortar stores. Retrieved from https:\/\/www.emarketer.com\/Article\/US-Retail-Sales-Near-5-Trillion-2016\/1013368"},{"key":"IJSSMET.2018010103-16","unstructured":"Fashion Metric. (2016). Apparel retailers start 2016 with a 30% return rate: Almost a third of all holiday purchases made online will be returned in 2016. Retrieved from http:\/\/blog.fashionmetric.com\/apparel-retailers-start-2016-with-a-30-return-rate\/"},{"key":"IJSSMET.2018010103-17","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000004784"},{"key":"IJSSMET.2018010103-18","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2015100104"},{"key":"IJSSMET.2018010103-19","doi-asserted-by":"publisher","DOI":"10.1177\/1049732305276687"},{"key":"IJSSMET.2018010103-20","unstructured":"Internet Retailer. (2013). Web-only retailers turn in the lowest return rate. Retrieved from https:\/\/www.internetretailer.com\/2013\/05\/09\/web-only-retailers-turn-lowest-return-rate"},{"key":"IJSSMET.2018010103-21","unstructured":"Internet Retailer. (2014). The web\u2019s influence on U.S. retail grows. Retrieved from https:\/\/www.internetretailer.com\/2014\/07\/25\/webs-influence-us-retail-grows"},{"key":"IJSSMET.2018010103-22","unstructured":"Internet Retailer. (2015). Ringing in the New Year with a rush of online returns. Retrieved from https:\/\/www.internetretailer.com\/2015\/12\/31\/ringing-new-year-rush-online-returns"},{"key":"IJSSMET.2018010103-23","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2016100102"},{"key":"IJSSMET.2018010103-24","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2017040102"},{"key":"IJSSMET.2018010103-25","doi-asserted-by":"publisher","DOI":"10.1108\/17505930910945705"},{"key":"IJSSMET.2018010103-26","doi-asserted-by":"publisher","DOI":"10.1108\/13612021011046093"},{"key":"IJSSMET.2018010103-27","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2017010102"},{"key":"IJSSMET.2018010103-28","doi-asserted-by":"publisher","DOI":"10.1108\/09604520610639964"},{"key":"IJSSMET.2018010103-29","doi-asserted-by":"publisher","DOI":"10.1108\/09604521111100234"},{"key":"IJSSMET.2018010103-30","doi-asserted-by":"publisher","DOI":"10.1002\/mar.20204"},{"key":"IJSSMET.2018010103-31","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(97)00062-3"},{"key":"IJSSMET.2018010103-32","doi-asserted-by":"publisher","DOI":"10.4018\/ijssmet.2015010103"},{"issue":"3","key":"IJSSMET.2018010103-33","first-page":"432","article-title":"WebQual: A measure of website quality.","volume":"13","author":"E. T.Loiacono","year":"2002","journal-title":"Marketing Theory and Applications"},{"key":"IJSSMET.2018010103-34","unstructured":"Lombard, M., Snyder-Duch, J., & Bracken, C. C. (2010). Practical resources for assessing and reporting intercoder reliability in content analysis research projects. Retrieved from http:\/\/matthewlombard.com\/reliability\/"},{"key":"IJSSMET.2018010103-35","doi-asserted-by":"publisher","DOI":"10.1177\/0092070303254408"},{"issue":"64","key":"IJSSMET.2018010103-36","first-page":"12","article-title":"Servqual: A multiple-item scale for measuring consumer perceptions of service quality.","volume":"1","author":"A.Parasuraman","year":"1988","journal-title":"Journal of Retailing"},{"key":"IJSSMET.2018010103-37","doi-asserted-by":"publisher","DOI":"10.1177\/1094670504271156"},{"key":"IJSSMET.2018010103-38","doi-asserted-by":"publisher","DOI":"10.1362\/146934715X14267608178721"},{"key":"IJSSMET.2018010103-39","doi-asserted-by":"publisher","DOI":"10.1108\/09604520410569784"},{"key":"IJSSMET.2018010103-40","doi-asserted-by":"publisher","DOI":"10.1509\/jm.13.0521"},{"key":"IJSSMET.2018010103-41","doi-asserted-by":"publisher","DOI":"10.1108\/10662240610673736"},{"key":"IJSSMET.2018010103-42","unstructured":"Rudolph, S. (2015). The impact of online reviews on customers\u2019 buying decisions. Business 2 Community. Retrieved from http:\/\/www.business2community.com\/infographics\/impact-online-reviews-customers-buying-decisions-infographic-01280945#OICYJaRoKsBMltHp.97"},{"key":"IJSSMET.2018010103-43","doi-asserted-by":"publisher","DOI":"10.4135\/9781452229102.n1"},{"issue":"3","key":"IJSSMET.2018010103-44","first-page":"532","article-title":"The Structural model of e-service quality, e-customer satisfaction, trust, customer perceived value and e-loyalty.","volume":"5","author":"E.Sadeh","year":"2011","journal-title":"Australian Journal of Basic and Applied Sciences"},{"key":"IJSSMET.2018010103-45","unstructured":"Sahoo, N., Dellarocas, C., & Srinivasan, S. (2015). The impact of online product reviews on product returns. Boston University, School of Management Research Paper. Retrieved from http:\/\/papers.ssrn.com\/sol3\/papers.cfm?abstract_id=2491276"},{"key":"IJSSMET.2018010103-46","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2016100104"},{"key":"IJSSMET.2018010103-47","doi-asserted-by":"publisher","DOI":"10.1016\/j.sbspro.2013.06.433"},{"key":"IJSSMET.2018010103-48","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2011.11.002"},{"issue":"4","key":"IJSSMET.2018010103-49","first-page":"345","article-title":"Does more mean better? An examination of visual product presentation in e-retailing.","volume":"13","author":"S. S.Song","year":"2012","journal-title":"Journal of Electronic Commerce Research"},{"key":"IJSSMET.2018010103-50","unstructured":"Statista (2016). U.S. apparel and accessories retail e-commerce revenue from2013 to 2019 (in billion U.S. dollars). Retrieved from http:\/\/www.statista.com\/statistics\/278890\/us-apparel-and-accessories-retail-e-commerce-revenue\/"},{"issue":"2","key":"IJSSMET.2018010103-51","first-page":"7","article-title":"The key dimensions of online service quality: A study of consumer perceptions.","volume":"XIII","author":"E. Y. H.Tshin","year":"2014","journal-title":"The IUP Journal of Marketing Management"},{"issue":"1","key":"IJSSMET.2018010103-52","first-page":"88","article-title":"Measuring service quality in online luxury goods retailing.","volume":"13","author":"B.Turk","year":"2012","journal-title":"Journal of Electronic Commerce Research"},{"key":"IJSSMET.2018010103-53","doi-asserted-by":"publisher","DOI":"10.1089\/cyber.2015.0520"},{"key":"IJSSMET.2018010103-54","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2011.04.003"},{"key":"IJSSMET.2018010103-55","doi-asserted-by":"publisher","DOI":"10.4018\/ijssmet.2015040101"},{"key":"IJSSMET.2018010103-56","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretai.2007.03.009"},{"key":"IJSSMET.2018010103-57","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(03)00034-4"},{"issue":"5","key":"IJSSMET.2018010103-58","first-page":"483","article-title":"Developing a scale to measure perceived quality of an Internet shopping site (SITEQUAL).","volume":"14","author":"B.Yoo","year":"2001","journal-title":"International Journal of Service Industry Management"},{"key":"IJSSMET.2018010103-59","doi-asserted-by":"publisher","DOI":"10.1177\/0887302X12462059"}],"container-title":["International Journal of Service Science, Management, Engineering, and Technology"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=193219","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,5,6]],"date-time":"2022-05-06T16:55:03Z","timestamp":1651856103000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/IJSSMET.2018010103"}},"subtitle":["A Longitudinal Assessment"],"short-title":[],"issued":{"date-parts":[[2018,1,1]]},"references-count":60,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2018,1]]}},"URL":"https:\/\/doi.org\/10.4018\/ijssmet.2018010103","relation":{},"ISSN":["1947-959X","1947-9603"],"issn-type":[{"value":"1947-959X","type":"print"},{"value":"1947-9603","type":"electronic"}],"subject":[],"published":{"date-parts":[[2018,1,1]]}}}