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Total Quality Management & Business Excellence
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Volume 23, Issue 7-8

Total Quality Management & Business Excellence

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Total Quality Management & Business Excellence, Volume 23, Issue 7-8 (2012)

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Total Quality Management & Business Excellence, Volume 23, Issue 7-8 (2012)

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e-Services – Quality, Satisfaction, Behaviors and Loyalty

Original Articles

Article

IPA–Kano model: A new tool for categorising and diagnosing service quality attributes

Ying-Feng Kuo, Jing-Yu Chen & Wei-Jaw Deng

Pages: 731-748

Published online: 11 Jan 2012

AbstractforIPA–Kano model: A new tool for categorising and diagnosing service quality attributes | Full Text | References | PDF (232.3 KB)

2227 Views
66 CrossRef citations
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Article

Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation

Rai-Fu Chen, Ju-Ling Hsiao & Hsin-Ginn Hwang

Pages: 749-767

Published online: 15 Aug 2012

AbstractforMeasuring customer satisfaction of Internet banking in Taiwan: scale development and validation | Full Text | References | PDF (220.1 KB)

1170 Views
24 CrossRef citations
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Article

Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain

Frederic Marimon, Luc Honore Petnji Yaya & Marti Casadesus Fa

Pages: 769-787

Published online: 18 Jan 2012

AbstractforImpact of e-Quality and service recovery on loyalty: A study of e-banking in Spain | Full Text | References | PDF (141.7 KB)

1312 Views
44 CrossRef citations
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Article

The impacts of e-service quality on customer behaviour in multi-channel e-services

Rui Sousa & Chris Voss

Pages: 789-806

Published online: 08 May 2012

AbstractforThe impacts of e-service quality on customer behaviour in multi-channel e-services | Full Text | References | PDF (107.1 KB)

2650 Views
47 CrossRef citations
0Altmetric

Article

A study on mobile phone service loyalty in Taiwan

Ching-Fu Chen & Lee-Ting Cheng

Pages: 807-819

Published online: 08 May 2012

AbstractforA study on mobile phone service loyalty in Taiwan | Full Text | References | PDF (162.3 KB)

684 Views
34 CrossRef citations
0Altmetric

Article

Exploring how relationship quality influences positive eWOM: the importance of customer commitment

Wen-Chin Tsao & Ming-Tsang Hsieh

Pages: 821-835

Published online: 08 May 2012

AbstractforExploring how relationship quality influences positive eWOM: the importance of customer commitment | Full Text | References | PDF (158.3 KB)

2446 Views
53 CrossRef citations
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Article

The determinants of consumers’ switching intentions after service failure

Wen-Bao Lin

Pages: 837-854

Published online: 18 Jan 2012

AbstractforThe determinants of consumers’ switching intentions after service failure | Full Text | References | PDF (189.4 KB)

625 Views
12 CrossRef citations
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Article

E-Service quality and relationship quality on dealer satisfaction: Channel power as a moderator

Hsin Hsin Chang, Chin-Ho Lee & Chi-Yuan Lai

Pages: 855-873

Published online: 10 Jan 2012

AbstractforE-Service quality and relationship quality on dealer satisfaction: Channel power as a moderator | Full Text | References | PDF (183.5 KB)

544 Views
24 CrossRef citations
0Altmetric

Article

The utilitarian and social dual presence in Web 2.0 services

Margaret L. Sheng

Pages: 875-890

Published online: 16 Aug 2012

AbstractforThe utilitarian and social dual presence in Web 2.0 services | Full Text | References | PDF (198.4 KB)

366 Views
7 CrossRef citations
0Altmetric

Article

A study of the factors influencing users’ decisions to pay for Web 2.0 subscription services

Shwu-Min Horng

Pages: 891-912

Published online: 18 Jun 2012

AbstractforA study of the factors influencing users’ decisions to pay for Web 2.0 subscription services | Full Text | References | PDF (196 KB)

1095 Views
7 CrossRef citations
0Altmetric

Article

Integrating loss aversion into a technology acceptance model to assess the relationship between website quality and website user's behavioural intentions

Kuo-Chien Chang, Mu-Chen Chen, Chia-Lin Hsu & Nien-Te Kuo

Pages: 913-930

Published online: 10 Jan 2012

AbstractforIntegrating loss aversion into a technology acceptance model to assess the relationship between website quality and website user's behavioural intentions | Full Text | References | PDF (210.6 KB)

698 Views
18 CrossRef citations
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Article

An empirical study on the websites service quality of Hong Kong small businesses

Hongyi Sun, Pei-Lee Teh & Anron Chiu

Pages: 931-947

Published online: 16 Aug 2012

AbstractforAn empirical study on the websites service quality of Hong Kong small businesses | Full Text | References | PDF (142.4 KB)

331 Views
4 CrossRef citations
0Altmetric

Article

Exploring the relationship between perceived electronic service quality, satisfaction, and personality: a study of Taiwan's online game industry

Yi-Hui Liang

Pages: 949-963

Published online: 16 Aug 2012

AbstractforExploring the relationship between perceived electronic service quality, satisfaction, and personality: a study of Taiwan's online game industry | Full Text | References | PDF (119 KB)

534 Views
7 CrossRef citations
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Article

Using the technology acceptance model to evaluate user attitude and intention of use for online games

Dauw-Song Zhu, Thomson Chih-Te Lin & You-Chung Hsu

Pages: 965-980

Published online: 16 Aug 2012

AbstractforUsing the technology acceptance model to evaluate user attitude and intention of use for online games | Full Text | References | PDF (187.3 KB)

1518 Views
43 CrossRef citations
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Article

Measuring the perception discrepancy of the service quality between provider and customers in the Internet Protocol Television industry

Pi-Tzong Jan, Hsi-Peng Lu & Tzu-Chuan Chou

Pages: 981-995

Published online: 08 May 2012

AbstractforMeasuring the perception discrepancy of the service quality between provider and customers in the Internet Protocol Television industry | Full Text | References | PDF (157.8 KB)

372 Views
9 CrossRef citations
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Total Quality Management & Business Excellence (Vol.23, Iss.7-8, 2012)

e-Services – Quality, Satisfaction, Behaviors and Loyalty

e-Services – Quality, Satisfaction, Behaviors and Loyalty

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