IT-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality

@article{Tan2013ITMediatedCS,
  title={IT-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality},
  author={Chee-Wee Tan and Izak Benbasat and Ronald T. Cenfetelli},
  journal={MIS Quarterly},
  year={2013},
  volume={37},
  pages={77-109}
}
Agarwal and Venkatesh (2002) Website Quality • Content [Relevance, Media Use, Depth/Breath and Current Information] • Ease of Use [Goals, Structure and Feedback] • Promotion • Made-for-the-Medium [Community, Personalization and Refinement] • Emotion [Challenge, Plot, Character Strength and Pace] Online Shopping and Content based Website Microsoft Usability Guidelines [MUG] (Keeker 1997) Empirical 
Highly Cited
This paper has 36 citations. REVIEW CITATIONS

From This Paper

Topics from this paper.

Citations

Publications citing this paper.
Showing 1-10 of 22 extracted citations

References

Publications referenced by this paper.
Showing 1-3 of 3 references

Developing a Scale to Measure the Enjoyment of Web Experiences

  • A. Lin, S. Gregor, M. Ewing
  • Journal of Interactive Marketing
  • 2008
1 Excerpt

Developing a Scale to Measure the Enjoyment of Web Experiences,” Journal of Interactive Marketing (22:4), pp

  • A. Lin, S. Gregor, M. Ewing
  • 41-57.
  • 2008
2 Excerpts

Similar Papers

Loading similar papers…