Technology Readiness Index (Tri): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies
TL;DR: The role of technology in customer-company interactions and the number of technology-based products and services have been growing rapidly as mentioned in this paper. But although these developments have benefited customers, the...
Abstract: The role of technology in customer-company interactions and the number of technology-based products and services have been growing rapidly. Although these developments have benefited customers, the...
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TL;DR: In this article, a multiple-item scale (E-S-QUAL) is proposed for measuring the service quality delivered by a service provider. But, the scale is based on the means-end framework.
Abstract: Using the means-end framework as a theoretical foundation, this article conceptualizes, constructs, refines, and tests a multiple-item scale (E-S-QUAL) for measuring the service quality delivered b...
3,410 citations
TL;DR: In this paper, the authors review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Abstract: Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
2,520 citations
TL;DR: In this article, the authors provide an overview of the existing literature on customer experience and expand on it to examine the creation of a customer experience from a holistic perspective, and propose a conceptual model, in which they discuss the determinants of customer experience.
2,337 citations
TL;DR: In this article, the authors proposed a simple model summarizing the key drivers of customer loyalty, and on the basis of this model, they outline a set of issues for further research related to the quality-value-loyalty chain.
Abstract: In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further research related to the quality-value-loyalty chain. Next, the authors develop a conceptual framework that integrates the quality-value-loyalty chain with the “pyramid model,” which emphasizes the increasing importance of technology-customer, technology-employee, and technology-company linkages in serving customers. Using this integrated framework as a spring-board, they identify a number of avenues for additional inquiry pertaining to the three types of linkages.
1,758 citations
Cites background from "Technology Readiness Index (Tri): A..."
...• For end customers (i.e., consumers), in what ways do characteristics such as their demographics, lifestyles, experience with other technology-based systems, and technology readiness (Parasuraman 2000) affect their perceptions of quality and value of their interactions with technology?...
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TL;DR: In this article, the moderating effects of consumer traits and situational factors on the relationships within a core attitudinal model for technology-based self-service are examined and include inherent novelty seeking, self-efficacy with respect to technology self-consciousness, and the need for interaction with an employee.
Abstract: The accelerating growth in technology-based self-service today is giving rise to questions about the acceptance of such forms of service delivery by all kinds of consumers and under different situational contexts. This study investigates the moderating effects of consumer traits and situational factors on the relationships within a core attitudinal model for technology-based self-service. An experimental design is used with perceived waiting time and social anxiety (through perceived crowding) as the situational treatments. Relevant consumer traits for technology-based self-service are examined and include inherent novelty seeking, self-efficacy with respect to technology self-consciousness, and the need for interaction with an employee. The results lend support to the hypothesized moderating effects. Implications for service practitioners as well as directions for future research are discussed.
1,754 citations
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TL;DR: In this paper, a general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of all split-half coefficients resulting from different splittings of a test, therefore an estimate of the correlation between two random samples of items from a universe of items like those in the test.
Abstract: A general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of all split-half coefficients resulting from different splittings of a test. α is therefore an estimate of the correlation between two random samples of items from a universe of items like those in the test. α is found to be an appropriate index of equivalence and, except for very short tests, of the first-factor concentration in the test. Tests divisible into distinct subtests should be so divided before using the formula. The index
$$\bar r_{ij} $$
, derived from α, is shown to be an index of inter-item homogeneity. Comparison is made to the Guttman and Loevinger approaches. Parallel split coefficients are shown to be unnecessary for tests of common types. In designing tests, maximum interpretability of scores is obtained by increasing the first-factor concentration in any separately-scored subtest and avoiding substantial group-factor clusters within a subtest. Scalability is not a requisite.
37,235 citations
TL;DR: In this article, the authors address the ability to predict peoples' computer acceptance from a measure of their intentions, and explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables.
Abstract: Computer systems cannot improve organizational performance if they aren't used. Unfortunately, resistance to end-user systems by managers and professionals is a widespread problem. To better predict, explain, and increase user acceptance, we need to better understand why people accept or reject computers. This research addresses the ability to predict peoples' computer acceptance from a measure of their intentions, and the ability to explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables. In a longitudinal study of 107 users, intentions to use a specific system, measured after a one-hour introduction to the system, were correlated 0.35 with system use 14 weeks later. The intention-usage correlation was 0.63 at the end of this time period. Perceived usefulness strongly influenced peoples' intentions, explaining more than half of the variance in intentions at the end of 14 weeks. Perceived ease of use had a small but significant effect on intentions as well, although this effect subsided over time. Attitudes only partially mediated the effects of these beliefs on intentions. Subjective norms had no effect on intentions. These results suggest the possibility of simple but powerful models of the determinants of user acceptance, with practical value for evaluating systems and guiding managerial interventions aimed at reducing the problem of underutilized computer technology.
21,880 citations
Journal Article•
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
21,693 citations
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
Abstract: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which ma...
14,727 citations
TL;DR: In this paper, two alternative models of service quality are proposed based on an attribute versus overall affect approach to evaluate how consumers would evaluate technology-based self-service options to consumers.
1,582 citations