{"id":"https://openalex.org/W2016008493","doi":"https://doi.org/10.1108/13598540610662086","title":"Business service quality in an e\u2010commerce environment","display_name":"Business service quality in an e\u2010commerce environment","publication_year":2006,"publication_date":"2006-05-01","ids":{"openalex":"https://openalex.org/W2016008493","doi":"https://doi.org/10.1108/13598540610662086","mag":"2016008493"},"language":"en","primary_location":{"id":"doi:10.1108/13598540610662086","doi":"https://doi.org/10.1108/13598540610662086","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13598540610662086","pdf_url":null,"source":{"id":"https://openalex.org/S59007373","display_name":"Supply Chain Management An International Journal","issn_l":"1359-8546","issn":["1359-8546","1758-6852"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Supply Chain Management: An International 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/A5000811956","display_name":"Ying Yang","orcid":"https://orcid.org/0000-0002-8711-3379","observed_orcids":["https://orcid.org/0000-0002-8711-3379"]},"institutions":[{"id":"https://openalex.org/I16038530","display_name":"Aberystwyth University","ror":"https://ror.org/015m2p889","country_code":"GB","type":"education","lineage":["https://openalex.org/I16038530"]},{"id":"https://openalex.org/I97429440","display_name":"University of Wales","ror":"https://ror.org/01se4f844","country_code":"GB","type":"education","lineage":["https://openalex.org/I97429440"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ying Yang","raw_affiliation_strings":["University of Wales Aberystwyth, Aberystwyth, UK","University of Wales, Aberystwyth, Aberystwyth, UK#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Wales Aberystwyth, Aberystwyth, UK","institution_ids":["https://openalex.org/I16038530","https://openalex.org/I97429440"]},{"raw_affiliation_string":"University of Wales, Aberystwyth, Aberystwyth, UK#TAB#","institution_ids":["https://openalex.org/I16038530","https://openalex.org/I97429440"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5105461448","display_name":"Paul K. Humphreys","orcid":"https://orcid.org/0000-0003-4527-0787","observed_orcids":["https://orcid.org/0000-0003-4527-0787"]},"institutions":[{"id":"https://openalex.org/I138801177","display_name":"University of Ulster","ror":"https://ror.org/01yp9g959","country_code":"GB","type":"education","lineage":["https://openalex.org/I138801177"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Paul Humphreys","raw_affiliation_strings":["University of Ulster, Jordanstown, UK","Univ. of Ulster, Jordanstown, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Ulster, Jordanstown, UK","institution_ids":["https://openalex.org/I138801177"]},{"raw_affiliation_string":"Univ. of Ulster, Jordanstown, UK","institution_ids":["https://openalex.org/I138801177"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088388002","display_name":"Ronan McIvor","orcid":"https://orcid.org/0000-0003-0536-1158","observed_orcids":["https://orcid.org/0000-0003-0536-1158"]},"institutions":[{"id":"https://openalex.org/I138801177","display_name":"University of Ulster","ror":"https://ror.org/01yp9g959","country_code":"GB","type":"education","lineage":["https://openalex.org/I138801177"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ronan McIvor","raw_affiliation_strings":["University of Ulster, Jordanstown, UK","Univ. of Ulster, Jordanstown, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Ulster, Jordanstown, UK","institution_ids":["https://openalex.org/I138801177"]},{"raw_affiliation_string":"Univ. of Ulster, Jordanstown, UK","institution_ids":["https://openalex.org/I138801177"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.2715,"has_fulltext":false,"cited_by_count":43,"citation_normalized_percentile":{"value":0.86840448,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"11","issue":"3","first_page":"195","last_page":"201"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9829000234603882,"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":0.9829000234603882,"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/T10164","display_name":"Quality and Supply Management","score":0.00839999970048666,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T14139","display_name":"E-commerce and Technology Innovations","score":0.005799999926239252,"subfield":{"id":"https://openalex.org/subfields/1403","display_name":"Business and International 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"}}],"keywords":[{"id":"https://openalex.org/keywords/e-commerce","display_name":"e-commerce","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.8510000109672546},{"id":"https://openalex.org/keywords/purchase-satisfaction","display_name":"purchase satisfaction","score":0.7080000042915344},{"id":"https://openalex.org/keywords/marketing-services","display_name":"marketing services","score":0.6940000057220459},{"id":"https://openalex.org/keywords/logistics-services","display_name":"logistics services","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-quality-measurement-instrument","display_name":"service quality measurement instrument","score":0.9089999794960022}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6075192093849182},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5720813274383545},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5711257457733154},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5461101531982422},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5176528096199036},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4730699956417084},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4275813400745392},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/13598540610662086","doi":"https://doi.org/10.1108/13598540610662086","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13598540610662086","pdf_url":null,"source":{"id":"https://openalex.org/S59007373","display_name":"Supply Chain Management An International Journal","issn_l":"1359-8546","issn":["1359-8546","1758-6852"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Supply Chain Management: An International Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.550000011920929}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":53,"referenced_works":["https://openalex.org/W62454032","https://openalex.org/W183191202","https://openalex.org/W567584124","https://openalex.org/W596080938","https://openalex.org/W877534607","https://openalex.org/W1487725643","https://openalex.org/W1504022819","https://openalex.org/W1526046997","https://openalex.org/W1538162050","https://openalex.org/W1568392400","https://openalex.org/W1577404907","https://openalex.org/W1583872806","https://openalex.org/W1591784466","https://openalex.org/W1594273630","https://openalex.org/W1599357328","https://openalex.org/W1602519790","https://openalex.org/W1848321944","https://openalex.org/W1972981245","https://openalex.org/W1977743071","https://openalex.org/W1981026192","https://openalex.org/W1992123897","https://openalex.org/W1993734218","https://openalex.org/W1998854584","https://openalex.org/W2010641398","https://openalex.org/W2013246734","https://openalex.org/W2016863311","https://openalex.org/W2022727669","https://openalex.org/W2030180774","https://openalex.org/W2034328776","https://openalex.org/W2035934714","https://openalex.org/W2051533591","https://openalex.org/W2053039210","https://openalex.org/W2055254728","https://openalex.org/W2064238006","https://openalex.org/W2070951272","https://openalex.org/W2075679121","https://openalex.org/W2075978054","https://openalex.org/W2091012792","https://openalex.org/W2091486593","https://openalex.org/W2120013245","https://openalex.org/W2123438112","https://openalex.org/W2127453862","https://openalex.org/W2132214750","https://openalex.org/W2137247419","https://openalex.org/W2142318226","https://openalex.org/W2167119482","https://openalex.org/W2169789485","https://openalex.org/W2170463993","https://openalex.org/W2170494257","https://openalex.org/W2170918776","https://openalex.org/W2938359646","https://openalex.org/W4251455725","https://openalex.org/W6616053083"],"related_works":["https://openalex.org/W2078174102","https://openalex.org/W2279696352","https://openalex.org/W2016031049","https://openalex.org/W2977982469","https://openalex.org/W2912706837","https://openalex.org/W3106847828","https://openalex.org/W2797221700","https://openalex.org/W1447205655","https://openalex.org/W2292558883","https://openalex.org/W7097452142"],"abstract_inverted_index":{"Purpose":[0],"This":[1,101],"paper":[2,35,176],"aims":[3],"to":[4,7,59,107,121,125,141,178,182],"investigate":[5,142],"how":[6,181],"improve":[8,183],"business":[9,41,84,93,157],"service":[10,53,75,78,94,164],"quality":[11,67,95,165],"(BSQ)":[12],"in":[13,29],"an":[14,30],"e\u2010commerce":[15,31],"environment.":[16,32],"It":[17],"also":[18,97],"serves":[19],"as":[20],"a":[21,25,105,112],"basis":[22],"for":[23,104],"developing":[24],"BSQ":[26,37,57,66,128,146,184],"measurement":[27],"instrument":[28],"Design/methodology/approach":[33],"The":[34,44],"examines":[36],"along":[38,81,185],"four":[39],"inter\u2010organisational":[40,187],"process":[42,188],"transactions.":[43,189],"focus":[45],"is":[46,96,177],"mainly":[47],"on":[48],"understanding":[49],"the":[50,61,82,109,123,131,143,152,172,186],"buyer's":[51],"expected":[52],"and":[54,76,147],"identifying":[55],"main":[56,65],"dimensions":[58,68,129],"satisfy":[60],"buyers.":[62],"Findings":[63],"Four":[64,86],"including":[69],"marketing":[70],"service,":[71,73],"logistics":[72],"operations":[74],"collaboration":[77],"are":[79,88,159],"identified":[80],"inter\u2010organisaitonal":[83],"process.":[85],"propositions":[87,110],"then":[89],"offered.":[90],"Additionally,":[91],"customised":[92],"discussed.":[98],"Research":[99],"limitations/implications":[100],"research":[102],"calls":[103],"need":[106],"test":[108],"through":[111],"questionnaire":[113],"survey,":[114],"where":[115],"quantitative":[116],"analysis":[117],"will":[118],"be":[119,139],"conducted":[120],"identify":[122],"extent":[124],"which":[126],"various":[127],"affect":[130],"buyers'":[132],"overall":[133],"satisfaction.":[134],"In":[135,169],"addition,":[136],"it":[137],"would":[138],"worthwhile":[140],"linkage":[144],"between":[145],"buyer":[148],"performance.":[149],"Originality/value":[150],"With":[151],"rapid":[153],"growth":[154],"of":[155,163,174],"e\u2010commerce,":[156],"environments":[158],"demanding":[160],"higher":[161],"level":[162],"than":[166],"ever":[167],"before.":[168],"this":[170,175],"context,":[171],"contribution":[173],"look":[179],"at":[180]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
