References
- Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-67. https://doi.org/10.2307/1252310
- Boshoff, C., & Leong, J. (1998). Empowerment, attribution and apologizing as dimensions of service recovery. International Journal of Service Industry Management, 9(1), 24-47. https://doi.org/10.1108/09564239810199932
- Choi, J. Y., & Geistfeld, L. V. (2004). A cross-cultural investigation of consumer e-shopping adoption. Journal of Economic Psychology, 25(6), 821-838. https://doi.org/10.1016/j.joep.2003.08.006
- Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275. https://doi.org/10.1177/1094670505278867
- Demary, P. (2011). Online sales will average 10% growth over next five years. Internet Retailer. Retrieved January 26, 2011, from http://www.internetretailer.com
- Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research,1(2), 178-186. https://doi.org/10.1177/109467059800100207
- Gareis, K. (2010, April 10). Social impacts of ICT: Comparison between Europe and other parts of the world. Study on the social impact of ICT: Topic report 3 (D7.2),final version, Brussels: European commission. Retrieved June 4, 2011, from http://www.empirica.com/ publikationen/publikationen_en.htm
- Gronroos, C. (1984). A service quality model and its marketingimplications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
- Ho, S. (1997). The emergence of consumer power in China. Business Horizons, 40(5), 15-20. https://doi.org/10.1016/S0007-6813(97)90082-3
- Hofstede, G. (1991). Cultures and organization: Software of the Mind. Berkshire, UK: McGraw-Hill.
- Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: Recovery opportunity. Journal of ServiceResearch, 6(1), 92-105.
- Hui, M., & Au, K. (2001). Justice perceptions of complaint handling: A cross-cultural comparison between PRC and Canadian consumers. Journal of Business Research,52(2), 161-173. https://doi.org/10.1016/S0148-2963(99)00068-5
- Internet Retailer. (2004, April). Women make up nearly two-thirds of online apparel and beauty shoppers. Internet Retailer. Retrieved April 17, 2010, from http://internetretailer.com/2004/03/12/
- Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5), 412-431. https://doi.org/10.1108/09564230210447913
- Kim, N., Im, K. S., & Ulgado, F. (2011). Cross-cultural differences in justice perceptions for service recovery. Journal of Korean Marketing Association, 26(March), 73-98.
- Kim, M., Kim, J., & Lennon, S. J. (2006). Online service attributes available on apparel retail websites: An E-S-QUAL approach. Managing Service Quality, 16(1), 51-77. https://doi.org/10.1108/09604520610639964
- Kim, M., & Lennon, S. (2008). The effects of visual and verbal information on attitudes and purchase intentions in Internet shopping. Psychology & Marketing, 25(2), 149-181.
- Kim, M., & Stoel, L. (2005). Salesperson roles: Are online retailers meeting customer expectations? International Journal of Retail & Distribution Management, 33(4), 284-297. https://doi.org/10.1108/09590550510593211
- Lee, J., & Lee, K. (2009). Purchase motives, use of information sources, and decision making styles of online clothing shoppers. Journal of Korean Society of Clothing and Textiles, 33(6), 880-892. https://doi.org/10.5850/JKSCT.2009.33.6.880
- Lee, M. S., Geistfeld, L. V., & Stoel, L. (2007). Cultural differences between Korean and American apparel web sites. Journal of Fashion Marketing and Management,11(4), 1361-1026.
- Levy, M., & Weitz, B. (2008). Retailing management (7th ed.). Boston: McGraw-Hill/Irwin.
- Loiacono, E., Watson, R., & Goodhue, D. (2000). WebQualTM: A web site quality instrument. Worcester, Mass: Worcester Polytechnic Institute.
- Many web retailers miss the basics. (2007, December 3). Emarketer. Retrieved December 4, 2007, from http://www.emarketer.com/Article.aspx?id=1005666&src=dp1_newsltr
- McCort, D. J., & Malhotra, N. K. (1993). Cultural and consumer behavior: Toward an understanding of cross-cultural consumer behavior in international marketing. Journalof International Consumer Marketing, 6(2), 91-127. https://doi.org/10.1300/J046v06n02_07
- Mills, J., & Clark, M. S. (1982). Exchange and communal relationships. In L. Wheeler (Ed.), Review of personalityand social psychology Vol. 3 (pp. 121-144). Thousand Oaks, CA: Sage Publications.
- Moon, J., Chadee, D., & Tikoo, S. (2008). Culture, product type, and price influences on consumer purchase intention to buy personalized products online. Journal of Business Research, 61, 31-39. https://doi.org/10.1016/j.jbusres.2006.05.012
- Nielsen.com. (2008, February). Trends in online shopping: A global Nielsen consumer report. The Nielsen Company. Retrieved June 6, 2011, from http://id.nielsen.com /news/documents/GlobalOnlineShoppingReportFeb08.pdf
- Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
- Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple item scale for assessing electronic service quality. Journal of Retailing, 7(3), 213-233.
- Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23, 263-277. https://doi.org/10.1016/j.ijresmar.2006.02.004
- Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23. https://doi.org/10.1108/08876049510079853
- Ueltschy, L. C., Laroche, M., Tamilia, R. D., & Yannopoulos, P. (2004). Cross-cultural invariance of measures of satisfaction and service quality. Journal of Business Research,57, 901-912. https://doi.org/10.1016/S0148-2963(02)00294-1
- Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring, and predictiong etail quality. Journal of Retailing, 79(3), 183-198. https://doi.org/10.1016/S0022-4359(03)00034-4
- Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce,2(1), 31-45.
- Yum, M. S. (2010, January). 2010 retail market expectation-Focusing on expected results on 2010 retail market-. The Korea Chamber of Commerce & Industry (GS1 Korea). Retrieved May 1, 2010, from http://retaildb.korcham.net/Service/Report/appl/ActualResearchView.asp
- Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science,21(1), 1-12. https://doi.org/10.1177/0092070393211001
- Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. Cambridge, MA: Marketing Science Institute.
- Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375. https://doi.org/10.1177/009207002236911
Cited by
- Non-internet self-service technology failures and recoveries: comparing China with the United States vol.7, pp.3, 2013, https://doi.org/10.1007/s11628-012-0168-4
- Information Components of Social Commerce Websites -Focusing on Product, Price, Service, and Seller Information- vol.13, pp.9, 2013, https://doi.org/10.5392/JKCA.2013.13.09.369
- Effect of Service Quality Perception of Direct Purchase Shopping to Trust, Satisfaction, and Customer Loyalty vol.67, pp.2, 2017, https://doi.org/10.7233/jksc.2017.67.2.116