Descriptive Content Analysis on E-Service Research

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Author(s): Jung-Hwan Kim (Department of Retailing, College of Hospitality, Retail and Sport Management, University of South Carolina, Columbia, SC, USA)and Sharron J. Lennon (Department of Apparel Merchandising and Interior Design, Indiana University, Bloomington, IN, USA)
Copyright: 2017
Volume: 8
Issue: 1
Pages: 14
Source title: International Journal of Service Science, Management, Engineering, and Technology (IJSSMET)
Editor(s)-in-Chief: Ahmad Taher Azar (College of Computer & Information Sciences, Prince Sultan University, Riyadh, Saudi Arabia & Faculty of Computers and Artificial Intelligence, Benha University, Benha, Egypt)and Ghazy Assassa (Benha University, Egypt)
DOI: 10.4018/IJSSMET.2017010102

Keywords: Business & Management / Business Information Systems / Business Science Reference / Electronic Services & Service Science

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Abstract

The current study systematically and thoroughly reviewed the extant literature on e-service quality research to examine 1) how e-service is defined by researchers, 2) how e-service quality is defined by researchers, 3) what e-service quality scales and dimensions have been identified, 4) what outcome variables have been assessed in the e-service quality literature, and 5) what theories have been applied in the literature. A total of 72 articles published between 2003 and 2013 were content analyzed. The selected articles focused primarily on e-service quality in the context of B2C e-retailing. The findings of the study provide valuable information to e-service researchers by identifying gaps and disparities in the e-service quality literature. This study provides several crucial suggestions and directions for future research.

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Descriptive Content Analysis on E-Service Research

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