e-Service Quality: Literature Review and Future Avenues of Research

This chapter has a dual purpose: (1) to describe and systematise the state of the art of literature examining the quality of electronic service or e-Quality, and (2) to indicate possible routes for future investigation. Large growth potential is forecast for the provision of products and services via electronic channels (mainly, the Internet) (e.g. Evanschitzky et al. 2004). There is also ample evidence that service quality delivery has a positive impact on desired attitudinal, behavioural, and financial outcomes (Parasuraman et al. 2005, Fassnacht & Koese 2006). So, appropriate conceptualisation and measurement are crucial for the effective management of electronic service quality (henceforth, e-SQ) and a major issue on the market research agenda (e.g. Parasuraman & Zinkhan 2002, Fassnacht & Koese 2006). ABSTRACT