Electronic Service Quality Gaps in the Australian Wine Industry
| dc.contributor.author | Davidson, R. | en |
| dc.contributor.author | Cooper, J. | en |
| dc.contributor.conference | Bled eConference (18th : 2005 : Bled, Slovenia) | en |
| dc.date.issued | 2005 | en |
| dc.description | PDF attached with permission from authors | en |
| dc.description.abstract | The wine industry is very important in Australia and the advent of e-commerce has presented the industry with new challenges. This is especially so for smaller wineries in order to reach a wider audience and secure a competitive advantage. The old adage ‘the customer is always right’ has never been more important, as the foundation stone upon which electronic service quality (e-SQ) lies is customer requirements. Zeithaml, Parasuraman, and Malhotra, (2002) claim that the elimination of e-SQ gaps will lead to customer satisfaction which results in increased perceived e-SQ, value, purchases and repurchases. This paper proposes a formal mathematical definition for e-SQ gaps and a statistical method of testing for the existence of such gaps. This method was applied to a study of Australian winery customers, managers, and websites and it was found that e-SQ gaps did exist. Hence, Australian wineries are not meeting customer website requirements. Further research is being conducted to determine the extent of, and contributing factors to, these e-SQ gaps. | en |
| dc.description.statementofresponsibility | Robyn Davidson and Joan Cooper | en |
| dc.description.uri | http://ecom.fov.uni-mb.si/ECOMFrames.nsf/pages/bled2005 | en |
| dc.identifier.citation | 18th Bled eConference eIntegration in Actionm Bled, Slovenia, 6-8 June, 2005 | en |
| dc.identifier.orcid | Davidson, R. [0000-0001-7371-1274] | en |
| dc.identifier.uri | http://hdl.handle.net/2440/55531 | |
| dc.language.iso | en | en |
| dc.publisher | University of Maribor | en |
| dc.publisher.place | Maribor | en |
| dc.title | Electronic Service Quality Gaps in the Australian Wine Industry | en |
| dc.type | Conference paper | en |
| pubs.publication-status | Published | en |
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