How to cite this paper
Alzaydi, Z. (2021). The effect of intangible service quality on retailing during the COVID-19 pandemic in Saudi Arabia.Management Science Letters , 11(8), 2279-2290.
Refrences
Acquila-Natale, E., & Iglesias-Pradas, S. (2020). How to measure quality in multi-channel retailing and not die trying. Journal of Business Research, 109(5), 38-48. doi:https://doi.org/10.1016/j.jbusres.2019.10.041
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192. doi:https://doi.org/10.1016/j.ijhm.2005.08.006
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1), 42-58.
Arruda Filho, E. J. M., Simões, J. D. S., & De Muylder, C. F. (2020). The low effect of perceived risk in the relation between hedonic values and purchase intention. Journal of Marketing Management, 36(1-2), 128-148. doi:https://doi.org/10.1080/0267257x.2019.1697725
Barnes, S. J., & Vidgen, R. (2001). An evaluation of cyber-bookshops: the WebQual method. International journal of electronic commerce, 6(1), 11-30. doi:https://doi.org/10.1080/10864415.2001.11044225
Bergen, M., Dutta, S., & Walker Jr, O. C. (1992). Agency relationships in marketing: A review of the implications and applications of agency and related theories. Journal of marketing, 56(3), 1-24. doi:https://doi.org/10.1177/002224299205600301
Bhalla, S. (2020). Demystifying the Key Antecedents of Consumer Trust in Online Shopping and Testing the Mediating Role of Consumer Trust: An Empirical Study. IUP Journal of Marketing Management, 19(1), 7-22.
Bhatti, A., & Rehman, S. U. (2020). Perceived benefits and perceived risks effect on online shopping behavior with the mediating role of consumer purchase intention in Pakistan. International Journal of Management Studies, 26(1), 33-54. doi:https://doi.org/10.32890/ijms.26.1.2019.10512
Bin Saeed, K. (1997). Total Quality Management: Applications in Health Sector. Riyadh: Obekan Publishing.
Bryman, A. (2004). Research methods and organization studies (Vol. 20). Oxford: Oxford University.
Chen, J., & Chen, B. (2019). When should the offline retailer implement price matching? European Journal of Operational Research, 277(3), 996-1009.
Cheng, X., Fu, S., & de Vreede, G.-J. (2018). A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives. International Journal of Information Management, 41(8), 57-64. doi:https://doi.org/10.1016/j.ijinfomgt.2018.03.005
Chiou, J.-S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the academy of marketing science, 34(4), 613. doi:https://doi.org/10.1177/0092070306286934
Crespo, Á. H., Del Bosque, I. R., & de los Salmones Sánchez, M. G. (2009). The influence of perceived risk on Internet shopping behavior: a multidimensional perspective. Journal of Risk Research, 12(2), 259-277. doi:https://doi.org/10.1080/13669870802497744
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 16(3), 55-68.
de Oliveira, R. T., Indulska, M., Steen, J., & Verreynne, M.-L. (2020). Towards a framework for innovation in retailing through social media. Journal of Retailing and Consumer Services, 54.
Degirmenci, K. (2020). Mobile users’ information privacy concerns and the role of app permission requests. International Journal of Information Management, 50(2), 261-272. doi:https://doi.org/10.1016/j.ijinfomgt.2019.05.010
Frochot, I., & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism management, 21(2), 157-167. doi:https://doi.org/10.1016/s0261-5177(99)00045-x
Hair, J. F. (2009). Multivariate Data Analysis: A Global Perspective. (7th ed.). Upper Saddle River: Prentice Hall, 2009. Print.
Harris, L. C., & Goode, M. M. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 230-243. doi:https://doi.org/10.1108/08876041011040631
He, Z., Cheng, T., Dong, J., & Wang, S. (2016). Evolutionary location and pricing strategies for service merchants in competitive O2O markets. European Journal of Operational Research, 254(2), 595-609. doi:https://doi.org/10.1016/j.ejor.2016.03.030
Hsu, M.-H., Chang, C.-M., & Chuang, L.-W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45-56. doi:https://doi.org/10.1016/j.ijinfomgt.2014.09.002
Hwang, S., & Kim, S. (2018). Does mIM experience affect satisfaction with and loyalty toward O2O services? Computers in Human Behavior, 82(5), 70-80. doi:https://doi.org/10.1016/j.chb.2017.12.044
Jacoby, J., & Kaplan, L. B. (1972). The components of perceived risk. ACR Special Volumes, 3, 382-393.
Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115(2), 106608. doi:https://doi.org/10.1016/j.chb.2020.106608
Kalinić, Z., Marinković, V., Djordjevic, A., & Liebana-Cabanillas, F. (2019). What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach. Journal of Enterprise Information Management.
Khan, N. U. R., & Shaikh, U. A. A. (2011). Impact of service quality on customer satisfaction: evidences from the restaurant industry in Pakistan. Management & Marketing-Craiova(2), 343-355.
Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43(7), 304-310. doi:https://doi.org/10.1016/j.jretconser.2018.04.011
Lee, J., Kim, H. J., & Ahn, M. J. (2011). The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology. Government information quarterly, 28(2), 222-230. doi:https://doi.org/10.1016/j.giq.2010.07.007
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130. doi:https://doi.org/10.1108/08876040110387917
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
Lu, B., Fan, W., & Zhou, M. (2016). Social presence, trust, and social commerce purchase intention: An empirical research. Computers in Human Behavior, 56(4), 225-237. doi:https://doi.org/10.1037/t47701-000
Maes, P., Guttman, R. H., & Moukas, A. G. (1999). Agents that buy and sell. Communications of the ACM, 42(3), 81-ff. doi:https://doi.org/10.1145/295685.295716
Moon, Y., & Armstrong, D. J. (2019). Service quality factors affecting customer attitudes in online-to-offline commerce. Information Systems and e-Business Management, 18(12), 1-34. doi:https://doi.org/10.1007/s10257-019-00459-y
Pallant, J. (2020). SPSS survival manual: A step by step guide to data analysis using IBM SPSS: Routledge.
Pandey, N., Tripathi, A., Jain, D., & Roy, S. (2020). Does price tolerance depend upon the type of product in e-retailing? Role of customer satisfaction, trust, loyalty, and perceived value. Journal of Strategic Marketing, 28(6), 522-541. doi:https://doi.org/10.1080/0965254x.2019.1569109
Parasuraman, A., Zeithaml, V., & Berry, L. (1988a). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988b). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. The Journal of Marketing, 58(1), 111-124.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124. doi:https://doi.org/10.1177/002224299405800109
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233. doi:https://doi.org/10.1177/1094670504271156
Reeves, C. A., & Bednar, D. A. (1995). Quality as symphony. The Cornell Hotel and Restaurant Administration Quarterly, 36(3), 72-79.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456. doi:https://doi.org/10.1108/09604520410569784
Rust, R. T., & Kannan, P. (2003). E-service: a new paradigm for business in the electronic environment. Communications of the ACM, 46(6), 36-42. doi:https://doi.org/10.1145/777313.777336
Saha, S. K., Zhuang, G., & Li, S. (2020). Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh. Sustainability, 12(3), 1121. doi:https://doi.org/10.3390/su12031121
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246. doi:https://doi.org/10.1108/09604520310476490
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175. doi:https://doi.org/10.1016/s0167-8116(03)00016-8
Sharma, S. K., & Sharma, M. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation. International Journal of Information Management, 44, 65-75.
Sharma, V. M., & Klein, A. (2020). Consumer perceived value, involvement, trust, susceptibility to interpersonal influence, and intention to participate in online group buying. Journal of Retailing and Consumer Services, 52(1), 101946. doi:https://doi.org/10.1016/j.jretconser.2019.101946
Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91-94. doi:https://doi.org/10.1145/641205.641211
Silalahi, S. L. B., Handayani, P. W., & Munajat, Q. (2017). Service quality analysis for online transportation services: Case study of GO-JEK. Procedia Computer Science, 124(12), 487-495. doi:https://doi.org/10.1016/j.procs.2017.12.181
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the academy of marketing science, 28(1), 150-167. doi:https://doi.org/10.1177/0092070300281014
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International journal of electronic commerce, 7(3), 135-161. doi:https://doi.org/10.1080/10864415.2003.11044270
Tamanna, T. (2020). Consumer Perceptions and Expectations of Service Quality: Assessment through SERVQUAL Dimensions. Journal of Economics and Business, 3(2), 7. doi:https://doi.org/10.31014/aior.1992.03.02.213
Taylor, J. W. (1974). The role of risk in consumer behavior: A comprehensive and operational theory of risk taking in consumer behavior. Journal of marketing, 38(2), 54-60. doi:https://doi.org/10.1177/002224297403800211
Thirumalai, S., & Sinha, K. K. (2009). Customization strategies in electronic retailing: Implications of customer purchase behavior. Decision Sciences, 40(1), 5-36. doi:https://doi.org/10.1111/j.1540-5915.2008.00222.x
Tsai, T.-M., Wang, W.-N., Lin, Y.-T., & Choub, S.-C. (2015). An O2O commerce service framework and its effectiveness analysis with application to proximity commerce. Procedia Manufacturing, 3(10), 3498-3505. doi:https://doi.org/10.1016/j.promfg.2015.07.668
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of consumer marketing, 20(4), 294-316. doi:https://doi.org/10.1108/07363760310483676
Ventre, I., & Kolbe, D. (2020). The Impact of Perceived Usefulness of Online Reviews, Trust and Perceived Risk on Online Purchase Intention in Emerging Markets: A Mexican Perspective. Journal of International Consumer Marketing, 32(4), 287-299. doi:https://doi.org/10.1080/08961530.2020.1712293
Wagner, G., Schramm-Klein, H., & Steinmann, S. (2020). Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment. Journal of Business Research, 107(2), 256-270. doi:https://doi.org/10.1016/j.jbusres.2018.10.048
Wakefield, R. L., Stocks, M. H., & Wilder, W. M. (2004). The role of web site characteristics in initial trust formation. Journal of Computer Information Systems, 45(1), 94-103.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198. doi:https://doi.org/10.1016/s0022-4359(03)00034-4
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations: Simon and Schuster.
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192. doi:https://doi.org/10.1016/j.ijhm.2005.08.006
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1), 42-58.
Arruda Filho, E. J. M., Simões, J. D. S., & De Muylder, C. F. (2020). The low effect of perceived risk in the relation between hedonic values and purchase intention. Journal of Marketing Management, 36(1-2), 128-148. doi:https://doi.org/10.1080/0267257x.2019.1697725
Barnes, S. J., & Vidgen, R. (2001). An evaluation of cyber-bookshops: the WebQual method. International journal of electronic commerce, 6(1), 11-30. doi:https://doi.org/10.1080/10864415.2001.11044225
Bergen, M., Dutta, S., & Walker Jr, O. C. (1992). Agency relationships in marketing: A review of the implications and applications of agency and related theories. Journal of marketing, 56(3), 1-24. doi:https://doi.org/10.1177/002224299205600301
Bhalla, S. (2020). Demystifying the Key Antecedents of Consumer Trust in Online Shopping and Testing the Mediating Role of Consumer Trust: An Empirical Study. IUP Journal of Marketing Management, 19(1), 7-22.
Bhatti, A., & Rehman, S. U. (2020). Perceived benefits and perceived risks effect on online shopping behavior with the mediating role of consumer purchase intention in Pakistan. International Journal of Management Studies, 26(1), 33-54. doi:https://doi.org/10.32890/ijms.26.1.2019.10512
Bin Saeed, K. (1997). Total Quality Management: Applications in Health Sector. Riyadh: Obekan Publishing.
Bryman, A. (2004). Research methods and organization studies (Vol. 20). Oxford: Oxford University.
Chen, J., & Chen, B. (2019). When should the offline retailer implement price matching? European Journal of Operational Research, 277(3), 996-1009.
Cheng, X., Fu, S., & de Vreede, G.-J. (2018). A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives. International Journal of Information Management, 41(8), 57-64. doi:https://doi.org/10.1016/j.ijinfomgt.2018.03.005
Chiou, J.-S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the academy of marketing science, 34(4), 613. doi:https://doi.org/10.1177/0092070306286934
Crespo, Á. H., Del Bosque, I. R., & de los Salmones Sánchez, M. G. (2009). The influence of perceived risk on Internet shopping behavior: a multidimensional perspective. Journal of Risk Research, 12(2), 259-277. doi:https://doi.org/10.1080/13669870802497744
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 16(3), 55-68.
de Oliveira, R. T., Indulska, M., Steen, J., & Verreynne, M.-L. (2020). Towards a framework for innovation in retailing through social media. Journal of Retailing and Consumer Services, 54.
Degirmenci, K. (2020). Mobile users’ information privacy concerns and the role of app permission requests. International Journal of Information Management, 50(2), 261-272. doi:https://doi.org/10.1016/j.ijinfomgt.2019.05.010
Frochot, I., & Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism management, 21(2), 157-167. doi:https://doi.org/10.1016/s0261-5177(99)00045-x
Hair, J. F. (2009). Multivariate Data Analysis: A Global Perspective. (7th ed.). Upper Saddle River: Prentice Hall, 2009. Print.
Harris, L. C., & Goode, M. M. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 230-243. doi:https://doi.org/10.1108/08876041011040631
He, Z., Cheng, T., Dong, J., & Wang, S. (2016). Evolutionary location and pricing strategies for service merchants in competitive O2O markets. European Journal of Operational Research, 254(2), 595-609. doi:https://doi.org/10.1016/j.ejor.2016.03.030
Hsu, M.-H., Chang, C.-M., & Chuang, L.-W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45-56. doi:https://doi.org/10.1016/j.ijinfomgt.2014.09.002
Hwang, S., & Kim, S. (2018). Does mIM experience affect satisfaction with and loyalty toward O2O services? Computers in Human Behavior, 82(5), 70-80. doi:https://doi.org/10.1016/j.chb.2017.12.044
Jacoby, J., & Kaplan, L. B. (1972). The components of perceived risk. ACR Special Volumes, 3, 382-393.
Kalia, P., & Paul, J. (2021). E-service quality and e-retailers: Attribute-based multi-dimensional scaling. Computers in Human Behavior, 115(2), 106608. doi:https://doi.org/10.1016/j.chb.2020.106608
Kalinić, Z., Marinković, V., Djordjevic, A., & Liebana-Cabanillas, F. (2019). What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach. Journal of Enterprise Information Management.
Khan, N. U. R., & Shaikh, U. A. A. (2011). Impact of service quality on customer satisfaction: evidences from the restaurant industry in Pakistan. Management & Marketing-Craiova(2), 343-355.
Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43(7), 304-310. doi:https://doi.org/10.1016/j.jretconser.2018.04.011
Lee, J., Kim, H. J., & Ahn, M. J. (2011). The willingness of e-Government service adoption by business users: The role of offline service quality and trust in technology. Government information quarterly, 28(2), 222-230. doi:https://doi.org/10.1016/j.giq.2010.07.007
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130. doi:https://doi.org/10.1108/08876040110387917
Lewis, R. C., & Booms, B. H. (1983). The marketing aspects of service quality. Emerging perspectives on services marketing, 65(4), 99-107.
Lu, B., Fan, W., & Zhou, M. (2016). Social presence, trust, and social commerce purchase intention: An empirical research. Computers in Human Behavior, 56(4), 225-237. doi:https://doi.org/10.1037/t47701-000
Maes, P., Guttman, R. H., & Moukas, A. G. (1999). Agents that buy and sell. Communications of the ACM, 42(3), 81-ff. doi:https://doi.org/10.1145/295685.295716
Moon, Y., & Armstrong, D. J. (2019). Service quality factors affecting customer attitudes in online-to-offline commerce. Information Systems and e-Business Management, 18(12), 1-34. doi:https://doi.org/10.1007/s10257-019-00459-y
Pallant, J. (2020). SPSS survival manual: A step by step guide to data analysis using IBM SPSS: Routledge.
Pandey, N., Tripathi, A., Jain, D., & Roy, S. (2020). Does price tolerance depend upon the type of product in e-retailing? Role of customer satisfaction, trust, loyalty, and perceived value. Journal of Strategic Marketing, 28(6), 522-541. doi:https://doi.org/10.1080/0965254x.2019.1569109
Parasuraman, A., Zeithaml, V., & Berry, L. (1988a). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988b). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. The Journal of Marketing, 58(1), 111-124.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1), 111-124. doi:https://doi.org/10.1177/002224299405800109
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233. doi:https://doi.org/10.1177/1094670504271156
Reeves, C. A., & Bednar, D. A. (1995). Quality as symphony. The Cornell Hotel and Restaurant Administration Quarterly, 36(3), 72-79.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456. doi:https://doi.org/10.1108/09604520410569784
Rust, R. T., & Kannan, P. (2003). E-service: a new paradigm for business in the electronic environment. Communications of the ACM, 46(6), 36-42. doi:https://doi.org/10.1145/777313.777336
Saha, S. K., Zhuang, G., & Li, S. (2020). Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh. Sustainability, 12(3), 1121. doi:https://doi.org/10.3390/su12031121
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246. doi:https://doi.org/10.1108/09604520310476490
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175. doi:https://doi.org/10.1016/s0167-8116(03)00016-8
Sharma, S. K., & Sharma, M. (2019). Examining the role of trust and quality dimensions in the actual usage of mobile banking services: An empirical investigation. International Journal of Information Management, 44, 65-75.
Sharma, V. M., & Klein, A. (2020). Consumer perceived value, involvement, trust, susceptibility to interpersonal influence, and intention to participate in online group buying. Journal of Retailing and Consumer Services, 52(1), 101946. doi:https://doi.org/10.1016/j.jretconser.2019.101946
Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91-94. doi:https://doi.org/10.1145/641205.641211
Silalahi, S. L. B., Handayani, P. W., & Munajat, Q. (2017). Service quality analysis for online transportation services: Case study of GO-JEK. Procedia Computer Science, 124(12), 487-495. doi:https://doi.org/10.1016/j.procs.2017.12.181
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the academy of marketing science, 28(1), 150-167. doi:https://doi.org/10.1177/0092070300281014
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International journal of electronic commerce, 7(3), 135-161. doi:https://doi.org/10.1080/10864415.2003.11044270
Tamanna, T. (2020). Consumer Perceptions and Expectations of Service Quality: Assessment through SERVQUAL Dimensions. Journal of Economics and Business, 3(2), 7. doi:https://doi.org/10.31014/aior.1992.03.02.213
Taylor, J. W. (1974). The role of risk in consumer behavior: A comprehensive and operational theory of risk taking in consumer behavior. Journal of marketing, 38(2), 54-60. doi:https://doi.org/10.1177/002224297403800211
Thirumalai, S., & Sinha, K. K. (2009). Customization strategies in electronic retailing: Implications of customer purchase behavior. Decision Sciences, 40(1), 5-36. doi:https://doi.org/10.1111/j.1540-5915.2008.00222.x
Tsai, T.-M., Wang, W.-N., Lin, Y.-T., & Choub, S.-C. (2015). An O2O commerce service framework and its effectiveness analysis with application to proximity commerce. Procedia Manufacturing, 3(10), 3498-3505. doi:https://doi.org/10.1016/j.promfg.2015.07.668
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of consumer marketing, 20(4), 294-316. doi:https://doi.org/10.1108/07363760310483676
Ventre, I., & Kolbe, D. (2020). The Impact of Perceived Usefulness of Online Reviews, Trust and Perceived Risk on Online Purchase Intention in Emerging Markets: A Mexican Perspective. Journal of International Consumer Marketing, 32(4), 287-299. doi:https://doi.org/10.1080/08961530.2020.1712293
Wagner, G., Schramm-Klein, H., & Steinmann, S. (2020). Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment. Journal of Business Research, 107(2), 256-270. doi:https://doi.org/10.1016/j.jbusres.2018.10.048
Wakefield, R. L., Stocks, M. H., & Wilder, W. M. (2004). The role of web site characteristics in initial trust formation. Journal of Computer Information Systems, 45(1), 94-103.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198. doi:https://doi.org/10.1016/s0022-4359(03)00034-4
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations: Simon and Schuster.