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Open Access research with a European policy impact...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

Explore research outputs by the European Policies Research Centre...

Cross industry analysis of consumer assessments of internet retailers' service performance

Tih, Siohing and Ennis, Sean (2006) Cross industry analysis of consumer assessments of internet retailers' service performance. International Journal of Retail and Distribution Management, 34 (5). pp. 290-307. ISSN 0959-0552

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Abstract

Aims to examine the service performance of a number of internet retailers and to identify differences (if any) in internet retailers' service performance across a series of attributes based on consumers' assessments. Internet retailers' service performance was generally at an acceptable level. The variation of their online service performance was dependent on industry factors and the effectiveness of online service management. Consumers' perceptions of the internet retailers' performance were significantly different on several service attributes. However, consumer online service satisfaction levels across internet retailers were similar.