A conceptual framework for understanding e-service quality
Subtitle: implications for future research and managerial practice
By: Valarie A. Zeithaml, A. Parasuraman, and Arvind Malhotra
Contributors: Parasuraman, A.; Malhotra, Arvind
Series: Report -- no. 00-115; Report (Marketing Science Institute) -- no. 00-115
Publisher: Marketing Science Institute
Published: 2000
Place of publication: Cambridge, Mass
Language: eng
Number of pages: 46
Copyright date: 2000
Subjects: Electronic commerce; Customer services; Management; Customer relations
Notes: "Working paper."

Includes bibliographical references (p. 43-46)