The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service
SourceManaging Service Quality: an International Journal, 15, 6, (2005), pp. 539-554
Article / Letter to editor
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Managing Service Quality: an International Journal
SubjectNON-RU research; Onderzoek niet-RU
- Purpose – Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers. - Design/methodology/approach – An empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment. - Findings – Findings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions. - Research limitations/implications – Further research is needed on the joint analysis of e‐services and traditional services. - Practical implications – E‐service dimensions appear to have a limited impact on overall satisfaction in a traditional business context. - Originality/value – This is one of the first empirical studies combining both traditional and e‐service dimensions and relating hem to customer satisfaction.
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