{"id":"https://openalex.org/W177486453","doi":null,"title":"Measuring Web Site Information and Service Quality - An Extended Multi-Attribute Attitude Model","display_name":"Measuring Web Site Information and Service Quality - An Extended Multi-Attribute Attitude Model","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W177486453","mag":"177486453"},"language":"en","primary_location":{"id":"pmh:oai:aisel.aisnet.org:amcis2011_submissions-1201","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/amcis2011_submissions/156","pdf_url":"http://aisel.aisnet.org/amcis2011_submissions/156","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"AMCIS 2011 Proceedings - All Submissions","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://aisel.aisnet.org/amcis2011_submissions/156","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5050243203","display_name":"Kerstin Sch\u00e4fer","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I39343248","display_name":"Humboldt-Universit\u00e4t zu Berlin","ror":"https://ror.org/01hcx6992","country_code":"DE","type":"education","lineage":["https://openalex.org/I39343248"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Kerstin Sch\u00e4fer","raw_affiliation_strings":["Humboldt-Universit\u00e4t zu Berlin, Berlin, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Humboldt-Universit\u00e4t zu Berlin, Berlin, Germany","institution_ids":["https://openalex.org/I39343248"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026550086","display_name":"Tyge\u2010F. Kummer","orcid":"https://orcid.org/0000-0001-5272-5255","observed_orcids":["https://orcid.org/0000-0001-5272-5255"]},"institutions":[{"id":"https://openalex.org/I39343248","display_name":"Humboldt-Universit\u00e4t zu Berlin","ror":"https://ror.org/01hcx6992","country_code":"DE","type":"education","lineage":["https://openalex.org/I39343248"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Tyge\u2010F. Kummer","raw_affiliation_strings":["Humboldt-Universit\u00e4t zu Berlin, Berlin, Germany"],"raw_orcid":"https://orcid.org/0000-0001-5272-5255","affiliations":[{"raw_affiliation_string":"Humboldt-Universit\u00e4t zu Berlin, Berlin, Germany","institution_ids":["https://openalex.org/I39343248"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5021367449","display_name":"Oliver G\u00fcnther","orcid":"https://orcid.org/0000-0002-0079-0423","observed_orcids":["https://orcid.org/0000-0002-0079-0423"]},"institutions":[{"id":"https://openalex.org/I39343248","display_name":"Humboldt-Universit\u00e4t zu Berlin","ror":"https://ror.org/01hcx6992","country_code":"DE","type":"education","lineage":["https://openalex.org/I39343248"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Oliver G\u00fcnther","raw_affiliation_strings":["Humboldt-Universit\u00e4t zu Berlin, Berlin, Germany"],"raw_orcid":"https://orcid.org/0000-0002-0079-0423","affiliations":[{"raw_affiliation_string":"Humboldt-Universit\u00e4t zu Berlin, Berlin, Germany","institution_ids":["https://openalex.org/I39343248"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I39343248"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5946999788284302,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5946999788284302,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.385699987411499,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0044999998062849045,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/multi-attribute-attitude-model","display_name":"multi-attribute attitude model","score":0.9259999990463257},{"id":"https://openalex.org/keywords/performance-gap","display_name":"performance gap","score":0.5350000262260437}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6156517267227173},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.5917229652404785},{"id":"https://openalex.org/C183115368","wikidata":"https://www.wikidata.org/wiki/Q856577","display_name":"Weighting","level":2,"score":0.5716986656188965},{"id":"https://openalex.org/C136886441","wikidata":"https://www.wikidata.org/wiki/Q926129","display_name":"Normalization (sociology)","level":2,"score":0.543122410774231},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.43815895915031433},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.42983996868133545},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.32979780435562134},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1220729649066925},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.08204782009124756},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C126838900","wikidata":"https://www.wikidata.org/wiki/Q77604","display_name":"Radiology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"pmh:oai:aisel.aisnet.org:amcis2011_submissions-1201","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/amcis2011_submissions/156","pdf_url":"http://aisel.aisnet.org/amcis2011_submissions/156","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"AMCIS 2011 Proceedings - All Submissions","raw_type":"text"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/53999","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10072/53999","pdf_url":"http://hdl.handle.net/10072/53999","source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Conference output"},{"id":"pmh:oai:eprints.qut.edu.au:128207","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/amcis2011_submissions/156/","pdf_url":null,"source":{"id":"https://openalex.org/S4306402607","display_name":"QUT ePrints (Queensland University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I160993911","host_organization_name":"Queensland University of Technology","host_organization_lineage":["https://openalex.org/I160993911"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Proceedings of the 17th Americas Conference on Information Systems","raw_type":"Chapter in Book, Report or Conference volume"},{"id":"mag:177486453","doi":null,"is_oa":false,"landing_page_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1201&context=amcis2011_submissions","pdf_url":null,"source":{"id":"https://openalex.org/S4306417665","display_name":"Americas Conference on Information Systems","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Americas Conference on Information Systems","raw_type":null}],"best_oa_location":{"id":"pmh:oai:aisel.aisnet.org:amcis2011_submissions-1201","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/amcis2011_submissions/156","pdf_url":"http://aisel.aisnet.org/amcis2011_submissions/156","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"AMCIS 2011 Proceedings - All Submissions","raw_type":"text"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W177486453.pdf","grobid_xml":"https://content.openalex.org/works/W177486453.grobid-xml"},"referenced_works_count":18,"referenced_works":["https://openalex.org/W1573611640","https://openalex.org/W1689771227","https://openalex.org/W1721421031","https://openalex.org/W1791587663","https://openalex.org/W1857675993","https://openalex.org/W1977805520","https://openalex.org/W1989741922","https://openalex.org/W1991623719","https://openalex.org/W1995046486","https://openalex.org/W2017565819","https://openalex.org/W2066788670","https://openalex.org/W2100379340","https://openalex.org/W2108750986","https://openalex.org/W2138752966","https://openalex.org/W2141147872","https://openalex.org/W2331171826","https://openalex.org/W2485374836","https://openalex.org/W2611897969"],"related_works":["https://openalex.org/W1594898108","https://openalex.org/W7006511912","https://openalex.org/W164255947","https://openalex.org/W1495536287","https://openalex.org/W1484611872","https://openalex.org/W1995046486","https://openalex.org/W2082965966","https://openalex.org/W2254151437","https://openalex.org/W7100598314","https://openalex.org/W3159666892"],"abstract_inverted_index":{"Information":[0,21],"and":[1,16,24,55,80,136],"service":[2],"quality":[3],"(ISQ)":[4],"is":[5,17,111],"a":[6,18,41,66,76,81,91,121],"critical":[7],"factor":[8],"in":[9],"the":[10,109,117],"success":[11,35],"of":[12,44,65,108,120],"commercial":[13,122],"web":[14,33,97,123,139],"sites":[15],"well-researched":[19],"areain":[20],"Systems":[22],"(IS)":[23],"Marketing.":[25],"Our":[26,128],"study":[27,115],"develops":[28],"an":[29,85],"instrument":[30,129],"that":[31,49],"measures":[32],"site":[34,98,124,140],"by":[36,74],"evaluatingISQ":[37],"performance.":[38],"We":[39,70],"deploy":[40],"multi-dimensional":[42],"conception":[43],"ISQ":[45,87,118],"from":[46],"IS":[47],"literature":[48],"we":[50],"use":[51],"for":[52,83],"measuring":[53],"dimensionrelevance":[54],"performance":[56,78,88,104,119],"perception":[57],"according":[58],"to":[59,103,132],"Marketing":[60],"research.":[61],"Both":[62],"are":[63,101],"components":[64],"linear":[67],"compensatoryrelevance-weighting":[68],"model.":[69],"extend":[71],"this":[72],"model":[73],"integrating":[75],"maximal":[77,92],"norm":[79],"normalizationprocedure":[82],"calculating":[84],"overall":[86],"score,":[89],"establishing":[90],"perceived-performance":[93],"gap.":[94],"In":[95],"addition,different":[96],"usage":[99],"contexts":[100],"linked":[102],"perceptions.":[105],"The":[106],"applicability":[107],"approach":[110],"demonstrated":[112],"inan":[113],"empirical":[114],"examining":[116],"(n":[125],"=":[126],"226).":[127],"adds":[130],"exploratorypower":[131],"existing":[133],"measurement":[134],"approaches":[135],"supports":[137],"customer-centric":[138],"design.":[141]},"counts_by_year":[{"year":2017,"cited_by_count":1}],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2016-06-24T00:00:00"}