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The Conceptualization of the E-Service Quality: A Review of the Literature
Abstract
Several research studies have focused on the conceptualization, measurement, and management of service quality and their effects in electronic environments. Most of them are based on a classic paradigm, which consists in relating the quality of e-service to customer satisfaction and loyalty. The prescribing intent of the e-service as a plausible consequence of the quality of the e-service has not received enough interest from the researchers. Along these lines, this chapter examined the direct effect of the quality of the e-service on the prescribing intention of the e-service by the consumer as well as the indirect effect through a mediating variable, which is the perceived online value of the consumer.
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