{"id":"https://openalex.org/W2004397454","doi":"https://doi.org/10.1080/02642060903026239","title":"E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support","display_name":"E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support","publication_year":2009,"publication_date":"2009-08-14","ids":{"openalex":"https://openalex.org/W2004397454","doi":"https://doi.org/10.1080/02642060903026239","mag":"2004397454"},"language":"en","primary_location":{"id":"doi:10.1080/02642060903026239","doi":"https://doi.org/10.1080/02642060903026239","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642060903026239","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5006428406","display_name":"\u039c\u03b1\u03c1\u03b9\u03ac\u03bd\u03bd\u03b1 \u03a3\u03b9\u03b3\u03ac\u03bb\u03b1","orcid":"https://orcid.org/0000-0001-8997-2292","observed_orcids":["https://orcid.org/0000-0001-8997-2292"]},"institutions":[{"id":"https://openalex.org/I98805295","display_name":"University of the Aegean","ror":"https://ror.org/03zsp3p94","country_code":"GR","type":"education","lineage":["https://openalex.org/I98805295"]}],"countries":["GR"],"is_corresponding":true,"raw_author_name":"Marianna Sigala","raw_affiliation_strings":["University of the Aegean","(Department of Business Administration, University of The Aegean, Chios, Greece)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of the Aegean","institution_ids":["https://openalex.org/I98805295"]},{"raw_affiliation_string":"(Department of Business Administration, University of The Aegean, Chios, Greece)","institution_ids":["https://openalex.org/I98805295"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5006428406"],"corresponding_institution_ids":["https://openalex.org/I98805295"],"apc_list":null,"apc_paid":null,"fwci":17.7305,"has_fulltext":false,"cited_by_count":125,"citation_normalized_percentile":{"value":0.98886374,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":100},"biblio":{"volume":"29","issue":"10","first_page":"1341","last_page":"1358"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7827000021934509,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.7827000021934509,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T10609","display_name":"Digital Marketing and Social Media","score":0.1720999926328659,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.016599999740719795,"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/e-service-quality","display_name":"e-service quality","score":1.0},{"id":"https://openalex.org/keywords/web-2-0","display_name":"Web 2.0","score":1.0},{"id":"https://openalex.org/keywords/customer-participation","display_name":"customer participation","score":0.9959999918937683},{"id":"https://openalex.org/keywords/service-quality-evaluation","display_name":"service quality evaluation","score":0.656000018119812},{"id":"https://openalex.org/keywords/web-design","display_name":"web design","score":0.5450000166893005},{"id":"https://openalex.org/keywords/website-management","display_name":"website management","score":0.7860000133514404},{"id":"https://openalex.org/keywords/social-networks","display_name":"social networks","score":0.5059999823570251},{"id":"https://openalex.org/keywords/online-customer-engagement","display_name":"online customer engagement","score":0.5550000071525574}],"concepts":[{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.7082598209381104},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6841750144958496},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6492680907249451},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6039475798606873},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5454049110412598},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5286137461662292},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.5185844898223877},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5007624626159668},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4602483808994293},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4574122130870819},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4511132538318634},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.44862961769104004},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3866969645023346},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.36942172050476074}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/02642060903026239","doi":"https://doi.org/10.1080/02642060903026239","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642060903026239","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:servic:v:29:y:2009:i:10:p:1341-1358","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/02642060903026239","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":83,"referenced_works":["https://openalex.org/W64279573","https://openalex.org/W136848865","https://openalex.org/W174055489","https://openalex.org/W180632166","https://openalex.org/W195845004","https://openalex.org/W196798769","https://openalex.org/W585582522","https://openalex.org/W1500955505","https://openalex.org/W1502783911","https://openalex.org/W1563574999","https://openalex.org/W1563791530","https://openalex.org/W1565626750","https://openalex.org/W1597585870","https://openalex.org/W1689771227","https://openalex.org/W1754486492","https://openalex.org/W1965361769","https://openalex.org/W1973264429","https://openalex.org/W1980197955","https://openalex.org/W1983082879","https://openalex.org/W1994373531","https://openalex.org/W1995046486","https://openalex.org/W2000559733","https://openalex.org/W2005649001","https://openalex.org/W2006668375","https://openalex.org/W2007711337","https://openalex.org/W2011272804","https://openalex.org/W2013536542","https://openalex.org/W2016642754","https://openalex.org/W2016863311","https://openalex.org/W2020186952","https://openalex.org/W2021108084","https://openalex.org/W2024942097","https://openalex.org/W2033177969","https://openalex.org/W2033384279","https://openalex.org/W2035626379","https://openalex.org/W2039804809","https://openalex.org/W2041767207","https://openalex.org/W2047491386","https://openalex.org/W2051978915","https://openalex.org/W2061937756","https://openalex.org/W2062660336","https://openalex.org/W2065953166","https://openalex.org/W2068741186","https://openalex.org/W2071538827","https://openalex.org/W2072117561","https://openalex.org/W2080199395","https://openalex.org/W2081624709","https://openalex.org/W2086247890","https://openalex.org/W2090035256","https://openalex.org/W2097829847","https://openalex.org/W2102305040","https://openalex.org/W2105260602","https://openalex.org/W2111511900","https://openalex.org/W2115626026","https://openalex.org/W2120744077","https://openalex.org/W2123845977","https://openalex.org/W2126130363","https://openalex.org/W2129816650","https://openalex.org/W2129830692","https://openalex.org/W2131655859","https://openalex.org/W2135273139","https://openalex.org/W2135526934","https://openalex.org/W2135787164","https://openalex.org/W2140466157","https://openalex.org/W2142876799","https://openalex.org/W2148443007","https://openalex.org/W2160251866","https://openalex.org/W2160783530","https://openalex.org/W2163156269","https://openalex.org/W2166649938","https://openalex.org/W2168015491","https://openalex.org/W2171257895","https://openalex.org/W2320979925","https://openalex.org/W2476136682","https://openalex.org/W2500957895","https://openalex.org/W2783929168","https://openalex.org/W2909546591","https://openalex.org/W2954627247","https://openalex.org/W4240125825","https://openalex.org/W4243904742","https://openalex.org/W4256377563","https://openalex.org/W4285719527","https://openalex.org/W4301377693"],"related_works":["https://openalex.org/W2121102652","https://openalex.org/W2137252016","https://openalex.org/W7056750135","https://openalex.org/W2082848378","https://openalex.org/W2537261251","https://openalex.org/W1865643802","https://openalex.org/W2160251866","https://openalex.org/W7128723097","https://openalex.org/W2055565976","https://openalex.org/W1447205655"],"abstract_inverted_index":{"Web":[0,47,57],"2.0":[1,48,58],"empowers":[2],"online":[3],"customers":[4],"and":[5,18,26,37,62,82,90,100],"social":[6],"networks":[7],"to":[8,42],"engage":[9],"in":[10,85],"e-service":[11,34,50,68,73,86],"processes":[12],"such":[13],"as":[14],"service":[15,30],"design,":[16],"production":[17],"marketing.":[19],"Although":[20],"the":[21,44,54,63,94],"impact":[22,45],"of":[23,46,56,65,93],"customer":[24,60,80],"participation":[25,61,81],"inter-customer":[27,83],"support":[28,84],"on":[29,49,59],"quality":[31,35,69,74],"is":[32,76],"recognised,":[33],"conceptualisations":[36],"measurement":[38],"models":[39],"have":[40],"failed":[41],"incorporate":[43],"delivery.":[51],"After":[52],"examining":[53],"role":[55],"gaps":[64],"previously":[66],"developed":[67],"models,":[70],"an":[71],"extended":[72],"model":[75,96],"proposed":[77,95],"that":[78],"considers":[79],"settings.":[87],"The":[88],"theoretical":[89],"practical":[91],"implications":[92],"for":[97],"website":[98],"design":[99],"management":[101],"are":[102],"discussed.":[103]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":11},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":9},{"year":2017,"cited_by_count":9},{"year":2016,"cited_by_count":13},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":10},{"year":2013,"cited_by_count":14},{"year":2012,"cited_by_count":7}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}