{"id":"https://openalex.org/W201313852","doi":"https://doi.org/10.1007/978-3-211-69566-1_39","title":"Exploring Email Service Quality (EMSQ) Factors","display_name":"Exploring Email Service Quality (EMSQ) Factors","publication_year":2007,"publication_date":"2007-04-15","ids":{"openalex":"https://openalex.org/W201313852","doi":"https://doi.org/10.1007/978-3-211-69566-1_39","mag":"201313852"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-211-69566-1_39","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-211-69566-1_39","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information and Communication Technologies in Tourism 2007","raw_type":"book-chapter"},"type":"book-chapter","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/A5101559135","display_name":"Jamie Murphy","orcid":"https://orcid.org/0000-0002-3935-4303"},"institutions":[{"id":"https://openalex.org/I177877127","display_name":"University of Western Australia","ror":"https://ror.org/047272k79","country_code":"AU","type":"education","lineage":["https://openalex.org/I177877127"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Jamie Murphy","raw_affiliation_strings":["Business School, University of Western Australia, Australia","School of Business, University of Western Australia, Crawley, Western Australia, Australia"],"affiliations":[{"raw_affiliation_string":"Business School, University of Western Australia, Australia","institution_ids":["https://openalex.org/I177877127"]},{"raw_affiliation_string":"School of Business, University of Western Australia, Crawley, Western Australia, Australia","institution_ids":["https://openalex.org/I177877127"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063021177","display_name":"Roland Schegg","orcid":"https://orcid.org/0000-0002-7738-4191"},"institutions":[{"id":"https://openalex.org/I4210129267","display_name":"HES-SO Valais-Wallis","ror":"https://ror.org/03r5zec51","country_code":"CH","type":"education","lineage":["https://openalex.org/I173439891","https://openalex.org/I4210129267"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Roland Schegg","raw_affiliation_strings":["Institute Economics & Tourism, University of Applied Sciences Valais, Switzerland"],"affiliations":[{"raw_affiliation_string":"Institute Economics & Tourism, University of Applied Sciences Valais, Switzerland","institution_ids":["https://openalex.org/I4210129267"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5007229165","display_name":"Doina Olaru","orcid":"https://orcid.org/0000-0002-8750-9656"},"institutions":[{"id":"https://openalex.org/I177877127","display_name":"University of Western Australia","ror":"https://ror.org/047272k79","country_code":"AU","type":"education","lineage":["https://openalex.org/I177877127"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Doina Olaru","raw_affiliation_strings":["Business School, University of Western Australia, Australia"],"affiliations":[{"raw_affiliation_string":"Business School, University of Western Australia, Australia","institution_ids":["https://openalex.org/I177877127"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5037363554","display_name":"Charles F. Hofacker","orcid":"https://orcid.org/0000-0002-1013-1456"},"institutions":[{"id":"https://openalex.org/I103163165","display_name":"Florida State University","ror":"https://ror.org/05g3dte14","country_code":"US","type":"education","lineage":["https://openalex.org/I103163165"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Charles F. Hofacker","raw_affiliation_strings":["Department of Marketing, The Florida State University, Greece"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, The Florida State University, Greece","institution_ids":["https://openalex.org/I103163165"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5101559135"],"corresponding_institution_ids":["https://openalex.org/I177877127"],"apc_list":null,"apc_paid":null,"fwci":1.7414,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.86857143,"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":"425","last_page":"434"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9993000030517578,"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":0.9993000030517578,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9957000017166138,"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":0.9843999743461609,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6879752278327942},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.6655296087265015},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.625559389591217},{"id":"https://openalex.org/keywords/personalization","display_name":"Personalization","score":0.5913879871368408},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.569300651550293},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.5509507060050964},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5501093864440918},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.5081121921539307},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.21456891298294067},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.19080850481987}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6879752278327942},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.6655296087265015},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.625559389591217},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.5913879871368408},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.569300651550293},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.5509507060050964},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5501093864440918},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.5081121921539307},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21456891298294067},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19080850481987},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","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},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-211-69566-1_39","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-211-69566-1_39","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information and Communication Technologies in Tourism 2007","raw_type":"book-chapter"},{"id":"pmh:oai:pure.atira.dk:publications/11cef542-4f00-4f4b-8607-c5f7f105c8e9","is_oa":false,"landing_page_url":"https://research-repository.uwa.edu.au/en/publications/exploring-email-service-quality-emsq-factors(11cef542-4f00-4f4b-8607-c5f7f105c8e9).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306402523","display_name":"UWA Profiles and Research Repository (University of Western Australia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I177877127","host_organization_name":"The University of Western Australia","host_organization_lineage":["https://openalex.org/I177877127"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Murphy, J, Schegg, R, Olaru, D & Hofacker, C 2007, Exploring email service quality (EMSQ) factors. in M Sigala, L Mich & J Murphy (eds), Proceedings of the International Conference on Information and Communication Technologies in Tourism 2007. Ljubljana, Slovenia edn, vol. 14, Springer, Austria, pp. 425-434.","raw_type":"info:eu-repo/semantics/publishedVersion"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":47,"referenced_works":["https://openalex.org/W1563791530","https://openalex.org/W1565838829","https://openalex.org/W1689771227","https://openalex.org/W1775403444","https://openalex.org/W1816720378","https://openalex.org/W1978311462","https://openalex.org/W1979399961","https://openalex.org/W1984082041","https://openalex.org/W1984378811","https://openalex.org/W1985343669","https://openalex.org/W1993451046","https://openalex.org/W2010453024","https://openalex.org/W2011152338","https://openalex.org/W2013515771","https://openalex.org/W2022360191","https://openalex.org/W2024942097","https://openalex.org/W2026368098","https://openalex.org/W2031973899","https://openalex.org/W2032600898","https://openalex.org/W2033886062","https://openalex.org/W2037466801","https://openalex.org/W2040203738","https://openalex.org/W2054792478","https://openalex.org/W2055077282","https://openalex.org/W2055471196","https://openalex.org/W2068025430","https://openalex.org/W2068472339","https://openalex.org/W2093052690","https://openalex.org/W2094013842","https://openalex.org/W2095743576","https://openalex.org/W2110996350","https://openalex.org/W2118335484","https://openalex.org/W2122114252","https://openalex.org/W2122912498","https://openalex.org/W2150563888","https://openalex.org/W2151694441","https://openalex.org/W2157088772","https://openalex.org/W2160251866","https://openalex.org/W2170299067","https://openalex.org/W2175227141","https://openalex.org/W2300736729","https://openalex.org/W2316966198","https://openalex.org/W2317874844","https://openalex.org/W2591218483","https://openalex.org/W3015634246","https://openalex.org/W3124360010","https://openalex.org/W4383865221"],"related_works":["https://openalex.org/W2039989613","https://openalex.org/W3017066641","https://openalex.org/W2295992782","https://openalex.org/W2334765428","https://openalex.org/W3034370789","https://openalex.org/W2883190652","https://openalex.org/W2221765817","https://openalex.org/W1482263704","https://openalex.org/W2272294595","https://openalex.org/W2014939815"],"abstract_inverted_index":null,"counts_by_year":[{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-04-04T16:13:02.066488","created_date":"2025-10-10T00:00:00"}