Webcare quality: conceptualisation, scale development and validation

@article{Ghosh2020WebcareQC,
  title={Webcare quality: conceptualisation, scale development and validation},
  author={Tathagata Ghosh and Santanu Mandal},
  journal={Journal of Marketing Management},
  year={2020},
  volume={36},
  pages={1556 - 1590},
  url={https://api.semanticscholar.org/CorpusID:225254778}
}
This article conceptualises a construct called webcare quality and develops a scale that measures it, which results in a 37-item scale comprising of nine dimensions, namely, immediacy, ownership, comprehensiveness, civility, assurance, coherence, retention, personalisation and elaborateness.
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69 References

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