English, Article, Journal or magazine article edition: Tuning an Online Shop: Consumer Reactions to E-tailers' Service Quality Franz Hackl; Bernhard Weiss; Rudolf Winter-Ebmer

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Bookmark: http://trove.nla.gov.au/version/97493
Physical Description
  • preprint
Language
  • English

Edition details

Title
  • Tuning an Online Shop: Consumer Reactions to E-tailers' Service Quality
Author
  • Franz Hackl
  • Bernhard Weiss
  • Rudolf Winter-Ebmer
Physical Description
  • preprint
Notes
  • This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click- through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 dif- ferent service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of princi- pal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.
  • e-commerce, price comparison, horizontal service differentiation
  • RePEc:jku:econwp:2009_05
Language
  • English
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