Corporate Social Media: Understanding the Impact of Service Quality & Social Value on Customer Behavior
Keywords:
Corporate Social Media, Service Quality, Social Value, Web 2.0, Customer behaviourAbstract
Companies are making major investments in platforms such as Facebook and Twitter because they realize that social media are an influential force on customer perceptions and behavior. However, to date, little guidance exists as to what constitutes an effective deployment of social media and there is no empirical evidence that social medial investments are yielding positive returns. This research provides two important and unique contributions to research and practice through the development and validation of a meaningful measure of the service quality effectiveness of the corporate social media environment, and through the development of an important mediator construct (Social Value) that can be used to capture the user experience of a social media community. These contributions and the resulting research model provide a strong theoretical basis for researchers interested in testing the impact of corporate social media service quality and social value on customers’ behavioral responses.
References
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Bagozzi, R.P. (1981). Evaluating Structural Equation Models with unobservable variables and measurement error: A comment. Journal of Marketing Research, 18(3), 375-381.
Bebko, C. P., & Garg, R. K. (1995), Perceptions of responsiveness in service delivery. Journal of Hospital Marketing, 9(2), 35-45.
Belanger, F., & Carter, L. (2008). Trust and risk in e- government adoption. Journal of Strategic Information Systems, 17(2), 165-176.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
Bitner, M.J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54(2), 69-82.
Bonabeau, E. (2009). Decisions 2.0: The power of collective intelligence. MIT Sloan Management Review, 50(2), 45-54.
Bone, P. F. (1992). Determinants of WOM communication during product consumption. In Sherry, J.F., Sternthal, B. (Eds), Advances in Consumer Research (pp. 579-83). Provo, UT: Association for Consumer Research.
Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing 53(April), 92-98.
Cai, S. & Jun, M. (2003). Internet users’ perceptions of online service quality. Managing Service Quality, 13(6), 504- 519.
Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Carter, L., & Belanger, F. (2005). The utilization of e- government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15(1), 5- 25.
Chang, H.H., & Chuang, S.-S. (2011). Social capital and individual motivations on knowledge sharing: Participant involvement as a moderator. Information & Management, 48(1), 9-18.
Coleman, S. (2004). Connecting Parliament to the public via the Internet. Information, Communication & Society, 7 (1), 1 -22.
Coleman, S. (2005). The lonely citizen: Indirect representation in an Age of Networks. Political Communication, 22(2), 197-214.
Connolly, R., Bannister, F., & Keaney, A. (2010). Government website service quality: A study of the Irish Revenue Online Service. European Journal of Information Systems, 19(6), 649-667.
Connolly, R., & Bannister, F. (2007). Consumer trust in Internet shopping in Ireland: Towards the development of an improved model of the antecedents of trust. Journal of In- formation Technology, 22, 102-118.
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Culnan, M. J., McHugh, P. J., & Zubillaga, J. I. (2010). How large U.S. companies can use Twitter and other social media to gain business value. MIS Quarterly Executive, 9(4), 243-259.
Das, T., & Teng, B.-S. (2001). Trust, control and risk in strategic alliances. Organizational Studies, 22(2), 251-283.
Dholakia, U. M. (2001). A motivational process model of product involvement and consumer risk perception. European Journal of Marketing, 35(11/12), 1340-1360.
Di Gangi, P.M., Wasko, M.M., & Hooker, R.E. (2010). Getting customers' ideas to work for you: Learning from Dell how to succeed with online user innovation communities. MIS Quarterly Executive, 9(4), 213-228.
Finn, D. W., & Lamb, C. W. (1991). An evaluation of the SERVQUAL scales in a retailing setting. Advances in Consumer Research, 18(1), 483-90.
Fuller, J., Muehlbacher, H., Matzler, K., & Jawecki, G. (2009). Consumer empowerment through Internet-based co- creation. Journal of Management Information Systems, 26(3), 71-102.
Gallaugher, J., & Ransbotham, S. (2010). Social media and customer dialog management at Starbucks. MIS Quarterly Executive, 9(4), 197-212.
Gefen, D. (2002). Customer loyalty in E-commerce. Journal of the Association for Information Systems, 3, 27-51.
Gouscos, D., Kalikakis, M., Legal, M., & Papadopoulou, S. (2007). A general model of performance and quality for one-stop e-Government service offerings. Government Information Quarterly, 24, 860-885.
Gounaris, S. & Stathakopoulos, V. (2004). Antecedents and con- sequences of brand loyalty: An empirical study. The Journal of Brand Management, 11(4), 283-306.
Grimsley, M., & Meehan, A. (2007). e-Government information systems: Evaluation-led design for public value and cli- ent trust. European Journal of Information Systems, 16 (2), 134-148.
Gronhaug, K., & Kvitastein, O. (1991). Purchases and com- plaints: a logitmodel analysis. Psychology & Marketing, 8(1), 21-35.
Gronröos, C. (1983). Strategic management and marketing in the service sector. Marketing Science Institute, Cambridge, MA.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer's per- spective. Journal of the Academy of Marketing Science 26(2), 101-114.
Hinds, D., & Lee, R. (2008). Social Network Structure as a Criti- cal Success Condition for Virtual Communities, 41st Ha- waii International Conference on System Sciences, Ha- waii, 2008.
Hirschman, A. O. (1970). Exit, voice and loyalty: Responses to decline in firms, organizations and states. Cambridge, MA: Harvard University Press.
Hui, G., & Hayllar, M. R. (2010). Creating public value in E- Government: A public-private-citizen collaboration framework in Web 2.0. Australian Journal of Public Ad- ministration, 69(S1), 120-131.
Ibbott, C., & O'Keefe, B. (2004). Trust, planning and benefits in a global interorganisational system. Information Sys- tems Journal, 14(2), 131-152.
Jahng, J., Jain, H. & Ramanurthy, K. (2007). Effects of interaction richness on consumer attitudes and behavioural intentions in e-commerce: Some experimental results, European Journal of Information Systems, 16, 254-269.
Jorgensen, T.B., & Bozeman, B. (2007). Public values - An inventory. Administration & Society, 39(3), 354-381.
Katz, E., & Lazarsfeld, P. F. (1955). Personal influence: The part played by people in the flow of mass communications. New York: Free Press.
Kolsaker, A., & Lee-Kelley, L. (2008). Citizens’ attitudes towards e-government and e-governance: a UK study. International Journal of Public Sector Management, 21(7), 723- 738.
Lau, E. (2006). Electronic government and the drive for growth and equity. In Electronic Government to Information Government, V. Mayer-Shonbeger and D. Lazer (eds.), Cambridge, Massachusetts: MIT Press.
Lehtinen, J. R., & Lehtinen, U. (1982). Service quality: A study of quality dimensions, Unpublished working paper, Service Management Institute, Helsinki.
Loiacono, E., Watson, R. T., & Goodhue, D. (2000). WebQual: A web site quality instrument, Working paper, Worcester Polytechnic Institute.
McKnight, D. H., Choudbury, V., & Kacmar, C. (2002). Develop- ing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13 (3), 334-359.
Meng, J., & Mummalaneni, V. (2010). Measurement equivalency of Web service quality instruments: A test on Chinese and African American consumers. Journal of International Consumer Marketing, 22(3), 259-269.
Moore, M. (1995). Creating public value - strategic management in government. Cambridge, MA: Harvard University Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(Fall), 41-50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12- 42.
Parasuraman, A., Zeithaml, V., & Malhotra, M. (2005). E-S- QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213- 233.
Park. H., & Baek, S. (2007). Measuring service quality of online bookstores with WebQual. In J. Jacko (Ed.) Lecture notes in Computer Science, (4553, pp. 95-103). Heidel- berg: Springer Berlin.
Petter, S., Delone, W. H., & McLean, E. R. (2012). The past, pre- sent, and future of “IS Success. Journal of the Association for Information Systems, 13(5), 341-362.
Pina, V., Torres, L., & Royo, S. (2007). Are ICTs improving transparency and accountability in the EU regional and local governments? An empirical study. Public Administration, 85(2), 449-472.
Reichheld, F. (2006). The ultimate question: Driving good profits and true growth. Boston, MA: Harvard Business School Press.
Reichheld, F. F., & Schefter, P. (2000), E-Loyalty. Harvard Business Review, 78(4), 105-113.
Reichheld, F. F., & Markey, R. (2011). The ultimate question 2.0: How Net promoter companies thrive in a customer-driven world. Boston, MA: Harvard Business Review.
Ribiere, V., Hadad, M., & Wiele, P. (2010). The impact of national culture traits on the usage of web 2.0 technologies. The Journal of Information and Knowledge Management Systems, 40(3/4), 334-361.
Rosenbaum, M.S. (2006). Exploring the social supportive role of third places in consumers' lives. Journal of Service Re- search, 9(August), 1-14.
Rosenbaum, M.S. (2008). Return on community for consumers and service establishments. Journal of Service Research, 11(2), 179-96.
Rowley, J., Teahan, B, & Leeming, E. (2007). Customer community and co-creation: A case study. Marketing Intelligence & Planning, 25(2), 136-146.
Sabel, C. F. (1993). Studied trust: Building new forms of coop- eration in a volatile economy. Human Relations, 46, 1133-1170.
Saprikis, V., Chouliara, A., & Vlachopoulou, M. (2010). Perceptions towards online shopping: Analyzing the Greek University students’ attitude. Communications of the IBIMA. Retrived from http://www.ibimapublishing.com/journals/CIBIMA/cibima.html. Article ID 854516, 1-13.
Scott, M., DeLone, W.H., & Golden, W. (2009). Understanding Net benefits: A citizen-based perspective on eGovern- ment success. In Proceedings of the Thirtieth International Conference on Information Systems (ICIS 2009), AIS, Phoenix, Arizona, 1-11.
Seltsikas, P., & O'Keefe, B. (2010). Expectations and outcomes in electronic identity management: The role of trust and public value. European Journal of Information Systems, 19(1), 93-103.
Sigala, M. (2009). E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support. The Services Industries Journal, 29(10), 1341-1358.
Soares, A. A. C., & Costa, F. J. (2008). The influence of perceived value and customer satisfaction on the word of mouth behaviour: An analysis in academies of gymnastics. Re- view of Business Management, 10(28), 295-312.
Stoker, G. (2006). Public value management. American Review of Public Administration, 36(1), 41-57.
Straub, D., Boudreau, M.-C., & Gefen, D. (2004). Validation guidelines for IS positivist research. Communications for the Associations of Information Systems, 13(1), 380-427.
Szymanski, D. M., & Hise, R. T. (2000). e-Satisfaction: An initial examination. Journal of Retailing, 76(3), 309-322.
Teas, K. R. (1993). Consumer expectations and the measurement of perceived service quality. Journal of Professional Ser- vices Marketing, 8(2), 33-53.
Teo, T., Srivastava, S., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99-131.
Thomas, J., & Streib, G. (2003). The new face of government: Citizen-initiated contacts in the era of E-Government. Journal of Public Administration Research & Theory, 13 (1), 83-101.
Tolbert, C., & Mossberger, K. (2006). The effects of eGovernment on trust and confidence in government. Public Administration Review, 66(3), 354-369.
Wattal, S., Schuff, D., Mandviwalla, M., & Williams, C.B. (2010). Web 2.0 and Politics: The 2008 US Presidential election and an E-Politics research agenda. MIS Quarterly, 34(4), 669-688.
Wolfinbarger, M., & Gilly, M.C. (2003). eTailQ: Dimensionaliz- ing, measuring, and predicting etail quality. Journal of Retailing, 79(3), 183-198.
Wong, W., & Welch, E.W. (2004). Does E-Government promote accountability? A comparative analysis of website openness and government accountability. Governance, 17(2), 275-297.
Woodside, A. G., Frey, L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. J. Healthcare Marketing, 9(4), 5- 17.
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), 31-46.
Zeithaml. V., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(April), 31-46.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Ser- vice quality delivery through Web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
Bagozzi, R.P. (1981). Evaluating Structural Equation Models with unobservable variables and measurement error: A comment. Journal of Marketing Research, 18(3), 375-381.
Bebko, C. P., & Garg, R. K. (1995), Perceptions of responsiveness in service delivery. Journal of Hospital Marketing, 9(2), 35-45.
Belanger, F., & Carter, L. (2008). Trust and risk in e- government adoption. Journal of Strategic Information Systems, 17(2), 165-176.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
Bitner, M.J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54(2), 69-82.
Bonabeau, E. (2009). Decisions 2.0: The power of collective intelligence. MIT Sloan Management Review, 50(2), 45-54.
Bone, P. F. (1992). Determinants of WOM communication during product consumption. In Sherry, J.F., Sternthal, B. (Eds), Advances in Consumer Research (pp. 579-83). Provo, UT: Association for Consumer Research.
Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing 53(April), 92-98.
Cai, S. & Jun, M. (2003). Internet users’ perceptions of online service quality. Managing Service Quality, 13(6), 504- 519.
Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Carter, L., & Belanger, F. (2005). The utilization of e- government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15(1), 5- 25.
Chang, H.H., & Chuang, S.-S. (2011). Social capital and individual motivations on knowledge sharing: Participant involvement as a moderator. Information & Management, 48(1), 9-18.
Coleman, S. (2004). Connecting Parliament to the public via the Internet. Information, Communication & Society, 7 (1), 1 -22.
Coleman, S. (2005). The lonely citizen: Indirect representation in an Age of Networks. Political Communication, 22(2), 197-214.
Connolly, R., Bannister, F., & Keaney, A. (2010). Government website service quality: A study of the Irish Revenue Online Service. European Journal of Information Systems, 19(6), 649-667.
Connolly, R., & Bannister, F. (2007). Consumer trust in Internet shopping in Ireland: Towards the development of an improved model of the antecedents of trust. Journal of In- formation Technology, 22, 102-118.
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Culnan, M. J., McHugh, P. J., & Zubillaga, J. I. (2010). How large U.S. companies can use Twitter and other social media to gain business value. MIS Quarterly Executive, 9(4), 243-259.
Das, T., & Teng, B.-S. (2001). Trust, control and risk in strategic alliances. Organizational Studies, 22(2), 251-283.
Dholakia, U. M. (2001). A motivational process model of product involvement and consumer risk perception. European Journal of Marketing, 35(11/12), 1340-1360.
Di Gangi, P.M., Wasko, M.M., & Hooker, R.E. (2010). Getting customers' ideas to work for you: Learning from Dell how to succeed with online user innovation communities. MIS Quarterly Executive, 9(4), 213-228.
Finn, D. W., & Lamb, C. W. (1991). An evaluation of the SERVQUAL scales in a retailing setting. Advances in Consumer Research, 18(1), 483-90.
Fuller, J., Muehlbacher, H., Matzler, K., & Jawecki, G. (2009). Consumer empowerment through Internet-based co- creation. Journal of Management Information Systems, 26(3), 71-102.
Gallaugher, J., & Ransbotham, S. (2010). Social media and customer dialog management at Starbucks. MIS Quarterly Executive, 9(4), 197-212.
Gefen, D. (2002). Customer loyalty in E-commerce. Journal of the Association for Information Systems, 3, 27-51.
Gouscos, D., Kalikakis, M., Legal, M., & Papadopoulou, S. (2007). A general model of performance and quality for one-stop e-Government service offerings. Government Information Quarterly, 24, 860-885.
Gounaris, S. & Stathakopoulos, V. (2004). Antecedents and con- sequences of brand loyalty: An empirical study. The Journal of Brand Management, 11(4), 283-306.
Grimsley, M., & Meehan, A. (2007). e-Government information systems: Evaluation-led design for public value and cli- ent trust. European Journal of Information Systems, 16 (2), 134-148.
Gronhaug, K., & Kvitastein, O. (1991). Purchases and com- plaints: a logitmodel analysis. Psychology & Marketing, 8(1), 21-35.
Gronröos, C. (1983). Strategic management and marketing in the service sector. Marketing Science Institute, Cambridge, MA.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer's per- spective. Journal of the Academy of Marketing Science 26(2), 101-114.
Hinds, D., & Lee, R. (2008). Social Network Structure as a Criti- cal Success Condition for Virtual Communities, 41st Ha- waii International Conference on System Sciences, Ha- waii, 2008.
Hirschman, A. O. (1970). Exit, voice and loyalty: Responses to decline in firms, organizations and states. Cambridge, MA: Harvard University Press.
Hui, G., & Hayllar, M. R. (2010). Creating public value in E- Government: A public-private-citizen collaboration framework in Web 2.0. Australian Journal of Public Ad- ministration, 69(S1), 120-131.
Ibbott, C., & O'Keefe, B. (2004). Trust, planning and benefits in a global interorganisational system. Information Sys- tems Journal, 14(2), 131-152.
Jahng, J., Jain, H. & Ramanurthy, K. (2007). Effects of interaction richness on consumer attitudes and behavioural intentions in e-commerce: Some experimental results, European Journal of Information Systems, 16, 254-269.
Jorgensen, T.B., & Bozeman, B. (2007). Public values - An inventory. Administration & Society, 39(3), 354-381.
Katz, E., & Lazarsfeld, P. F. (1955). Personal influence: The part played by people in the flow of mass communications. New York: Free Press.
Kolsaker, A., & Lee-Kelley, L. (2008). Citizens’ attitudes towards e-government and e-governance: a UK study. International Journal of Public Sector Management, 21(7), 723- 738.
Lau, E. (2006). Electronic government and the drive for growth and equity. In Electronic Government to Information Government, V. Mayer-Shonbeger and D. Lazer (eds.), Cambridge, Massachusetts: MIT Press.
Lehtinen, J. R., & Lehtinen, U. (1982). Service quality: A study of quality dimensions, Unpublished working paper, Service Management Institute, Helsinki.
Loiacono, E., Watson, R. T., & Goodhue, D. (2000). WebQual: A web site quality instrument, Working paper, Worcester Polytechnic Institute.
McKnight, D. H., Choudbury, V., & Kacmar, C. (2002). Develop- ing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13 (3), 334-359.
Meng, J., & Mummalaneni, V. (2010). Measurement equivalency of Web service quality instruments: A test on Chinese and African American consumers. Journal of International Consumer Marketing, 22(3), 259-269.
Moore, M. (1995). Creating public value - strategic management in government. Cambridge, MA: Harvard University Press.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(Fall), 41-50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12- 42.
Parasuraman, A., Zeithaml, V., & Malhotra, M. (2005). E-S- QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213- 233.
Park. H., & Baek, S. (2007). Measuring service quality of online bookstores with WebQual. In J. Jacko (Ed.) Lecture notes in Computer Science, (4553, pp. 95-103). Heidel- berg: Springer Berlin.
Petter, S., Delone, W. H., & McLean, E. R. (2012). The past, pre- sent, and future of “IS Success. Journal of the Association for Information Systems, 13(5), 341-362.
Pina, V., Torres, L., & Royo, S. (2007). Are ICTs improving transparency and accountability in the EU regional and local governments? An empirical study. Public Administration, 85(2), 449-472.
Reichheld, F. (2006). The ultimate question: Driving good profits and true growth. Boston, MA: Harvard Business School Press.
Reichheld, F. F., & Schefter, P. (2000), E-Loyalty. Harvard Business Review, 78(4), 105-113.
Reichheld, F. F., & Markey, R. (2011). The ultimate question 2.0: How Net promoter companies thrive in a customer-driven world. Boston, MA: Harvard Business Review.
Ribiere, V., Hadad, M., & Wiele, P. (2010). The impact of national culture traits on the usage of web 2.0 technologies. The Journal of Information and Knowledge Management Systems, 40(3/4), 334-361.
Rosenbaum, M.S. (2006). Exploring the social supportive role of third places in consumers' lives. Journal of Service Re- search, 9(August), 1-14.
Rosenbaum, M.S. (2008). Return on community for consumers and service establishments. Journal of Service Research, 11(2), 179-96.
Rowley, J., Teahan, B, & Leeming, E. (2007). Customer community and co-creation: A case study. Marketing Intelligence & Planning, 25(2), 136-146.
Sabel, C. F. (1993). Studied trust: Building new forms of coop- eration in a volatile economy. Human Relations, 46, 1133-1170.
Saprikis, V., Chouliara, A., & Vlachopoulou, M. (2010). Perceptions towards online shopping: Analyzing the Greek University students’ attitude. Communications of the IBIMA. Retrived from http://www.ibimapublishing.com/journals/CIBIMA/cibima.html. Article ID 854516, 1-13.
Scott, M., DeLone, W.H., & Golden, W. (2009). Understanding Net benefits: A citizen-based perspective on eGovern- ment success. In Proceedings of the Thirtieth International Conference on Information Systems (ICIS 2009), AIS, Phoenix, Arizona, 1-11.
Seltsikas, P., & O'Keefe, B. (2010). Expectations and outcomes in electronic identity management: The role of trust and public value. European Journal of Information Systems, 19(1), 93-103.
Sigala, M. (2009). E-service quality and Web 2.0: expanding quality models to include customer participation and inter-customer support. The Services Industries Journal, 29(10), 1341-1358.
Soares, A. A. C., & Costa, F. J. (2008). The influence of perceived value and customer satisfaction on the word of mouth behaviour: An analysis in academies of gymnastics. Re- view of Business Management, 10(28), 295-312.
Stoker, G. (2006). Public value management. American Review of Public Administration, 36(1), 41-57.
Straub, D., Boudreau, M.-C., & Gefen, D. (2004). Validation guidelines for IS positivist research. Communications for the Associations of Information Systems, 13(1), 380-427.
Szymanski, D. M., & Hise, R. T. (2000). e-Satisfaction: An initial examination. Journal of Retailing, 76(3), 309-322.
Teas, K. R. (1993). Consumer expectations and the measurement of perceived service quality. Journal of Professional Ser- vices Marketing, 8(2), 33-53.
Teo, T., Srivastava, S., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99-131.
Thomas, J., & Streib, G. (2003). The new face of government: Citizen-initiated contacts in the era of E-Government. Journal of Public Administration Research & Theory, 13 (1), 83-101.
Tolbert, C., & Mossberger, K. (2006). The effects of eGovernment on trust and confidence in government. Public Administration Review, 66(3), 354-369.
Wattal, S., Schuff, D., Mandviwalla, M., & Williams, C.B. (2010). Web 2.0 and Politics: The 2008 US Presidential election and an E-Politics research agenda. MIS Quarterly, 34(4), 669-688.
Wolfinbarger, M., & Gilly, M.C. (2003). eTailQ: Dimensionaliz- ing, measuring, and predicting etail quality. Journal of Retailing, 79(3), 183-198.
Wong, W., & Welch, E.W. (2004). Does E-Government promote accountability? A comparative analysis of website openness and government accountability. Governance, 17(2), 275-297.
Woodside, A. G., Frey, L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavioral intention. J. Healthcare Marketing, 9(4), 5- 17.
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), 31-46.
Zeithaml. V., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(April), 31-46.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Ser- vice quality delivery through Web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
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