Online from: 1991
Subject Area: Managing Quality
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|Title:||E-service attributes available on men's and women's apparel web sites|
|Author(s):||Minjeong Kim, (Merchandising Management Program, Department of Design and Human Environment, Oregon State University, Corvallis, Oregon, USA), Jung-Hwan Kim, (Department of Retailing, College of Hospitality, Retail and Sport Management, University of South Carolina, Columbia, South Carolina, USA), Sharron J. Lennon, (Department of Fashion and Apparel Studies, University of Delaware, Newark, Delaware, USA)|
|Citation:||Minjeong Kim, Jung-Hwan Kim, Sharron J. Lennon, (2011) "E-service attributes available on men's and women's apparel web sites", Managing Service Quality, Vol. 21 Iss: 1, pp.25 - 45|
|Keywords:||Clothing, Customer service management, Electronic commerce, Gender, Internet shopping, United States of America|
|Article type:||Research paper|
|DOI:||10.1108/09604521111100234 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
Purpose – The purpose of this study is to examine whether service attributes available on women's apparel web sites differ from those available on men's apparel web sites in relation to the nine dimensions of E-A-S-QUAL (E-S-QUAL for apparel).
Design/methodology/approach – Using three separate sources, 97 women's and 97 men's apparel web sites were selected, which constituted a variety of apparel retail web sites that are a fair representation of available US retail apparel web sites. ANOVAs and chi-square analysis were performed.
Findings – The results of content analysis suggest that differences exist between women's and men's apparel web sites in providing online services that improve e-service quality in such a way that women's web sites provided more service attributes that improve e-service quality than men's web sites.
Practical implications – The results of content analysis suggest that the distribution or availability of almost half the e-service attributes analyzed significantly differed between women's and men's apparel web sites. For the further growth of men's apparel shopping via the internet, e-retailers of men's apparel need to provide e-services at a more sophisticated level.
Originality/value – This study provides valuable information to both men's and women's apparel e-retailers to understand their current performance in delivering e-service and areas for improvement.
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