电子商务服务质量集成概念框架(e-HSQ)的开发研究

IF 4.1 Q2 BUSINESS Journal of Internet Commerce Pub Date : 2019-08-21 DOI:10.1080/15332861.2019.1639127
Tamather Shatnawi
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引用次数: 9

摘要

摘要本研究的目的是调查和分析影响电子服务质量(e-SQ)的复杂因素,并将结果应用于提出电子特征服务质量(e-HSQ)的概念集成框架。已发表的关于e-SQ的研究范围广泛、零散,缺乏综合研究工作,尤其是在处理享乐价值观时。本研究使用系统的文献综述来追踪服务质量的享乐方面,并应用定性研究方法,使用两个焦点小组访谈和具有应用漏斗机制阶段的RQDA软件包来推导单独的e-HSQ量表,该量表分为两大类主题——网站体验和视觉——两者都整合在刺激-组织-反应框架。这一点以前从未进行过研究,通过进一步理解电子享乐背景下的在线购买行为,为当前的文献做出了贡献。在综合框架发展的基础上讨论了研究结果和意义,并提出了未来研究的方向。
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Development of an Integrated Conceptual Framework for Electronic Hedonic Service Quality (e-HSQ): An Exploratory Study
Abstract The purpose of this research is to investigate and analyze the complex factors impacting electronic service quality (e-SQ) and to apply the outcomes to propose a conceptual integrated framework for electronic hedonic service quality (e-HSQ). The scope of published studies on e-SQ is wide, fragmented, and lacking integrated research efforts, particularly when dealing with hedonic values. This study uses a systematic literature review to trace hedonic aspects of service quality and applies qualitative research methods using two focus group interviews and the RQDA software package with applied funnel mechanism stages to derive a separate e-HSQ scale clustered into two main categories of themes—website experiential and visual—where both are integrated within the context of the Stimuli–Organism–Response framework. This has not been researched before and contributes to current literature by furthering understanding of online purchase behavior within the electronic-hedonic context. The findings and implications are discussed based on the development of the integrated framework and directions for future research are suggested.
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来源期刊
CiteScore
10.50
自引率
7.00%
发文量
18
期刊介绍: The business world has undergone many changes because of information technology, and the impact of the Internet may cause one of the biggest yet. While many people use the Internet for educational and entertainment purposes, organizations and companies are looking for ways to tie their internal networks to this global network to conduct electronic commerce. While companies have been conducting business electronically with suppliers and customers for many years, conducting online commerce via the Internet offers even greater opportunities for multinational, national, and even small businesses to cut costs, improve efficiency, and reach a global market.
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