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What is E-RecS-QUAL

Chapter 32
Encyclopedia of E-Commerce Development, Implementation, and Management
An eleven item survey instrument used to assess the quality of recovery services (e.g., product returns) associated with e-commerce. The instrument includes three dimensions: responsiveness, compensation, and contacts.
Published in Chapter:
The Dimensions of E-Service Quality
Mark Springer (Western Washington University, USA) and Craig K. Tyran (Western Washington University, USA)
Copyright: © 2016 |Pages: 12
DOI: 10.4018/978-1-4666-9787-4.ch032
Full Text Chapter Download: US $37.50 Add to Cart
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Chapter 13
Measuring the Quality Of E-Business Services
An eleven item survey instrument used to assess the quality of recovery services (e.g., product returns) associated with e-commerce. The instrument includes three dimensions: responsiveness, compensation, and contacts.
Published in Chapter: Measuring the Quality Of E-Business Services; From: Encyclopedia of E-Business Development and Management in the Global Economy
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 29
Measuring Quality of Electronic Services: Moving from Business-to-Consumer into Business-to-Business Marketplace
A model for measuring electronic service quality containing 11 items in three dimensions: responsiveness, compensation, and contact, are employed when customer had nonroutine encounters to measure the effectiveness of handling problems and return, compensation for problems, and availability of assistance, respectively
Published in Chapter: Measuring Quality of Electronic Services: Moving from Business-to-Consumer into Business-to-Business Marketplace; From: Handbook of Research on E-Business Standards and Protocols: Documents, Data and Advanced Web Technologies
Full Text Chapter Download: US $37.50 Add to Cart
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