Quotation Theodosiou, Marios, Katsikea, Evangelia, Samiee, Saeed, Makri, Aikaterini. 2019. A Comparison of Formative Versus Reflective Approaches for the Measurement of Electronic Service Quality. Journal of Interactive Marketing. 47 53-67.




Drawing upon the extant literature, we examine the definition, conceptualization, and measurement of electronic service quality (e-SQ) and propose an alternative measurement approach. We posit that customers' perceptions of overall e-SQ are influenced by six proximal antecedents: security/privacy, fulfillment/reliability, website design, customer service, informativeness, and customization. Using three independent samples of real customers of three hotel reservation sites, we assess the proposed measurement approach via appropriate scale development procedures. Findings indicate that a causal structure that considers e-SQ as a distinct construct that is influenced by six proximal antecedents should be preferred over a second-order reflective measurement model. We discuss theoretical implications of our proposed measurement method, make recommendations for service firms, and offer directions for future research.


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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Journal article
Journal Journal of Interactive Marketing
Citation Index SSCI
WU Journalrating 2009 A
WU-Journal-Rating new INF-A, MAR-A, STRAT-B, WH-B
Language English
Title A Comparison of Formative Versus Reflective Approaches for the Measurement of Electronic Service Quality
Volume 47
Year 2019
Page from 53
Page to 67
Reviewed? Y
DOI https://doi.org/10.1016/j.intmar.2019.03.004
Open Access N


Makri, Aikaterini (Details)
Katsikea, Evangelia (King’s College London, United Kingdom)
Samiee, Saeed (University of Tulsa, United States/USA)
Theodosiou, Marios (University of Cyprus, Cyprus)
International Marketing Management IN (Details)
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