Service quality delivery through web sites: A critical review of extant knowledge

Valarie A. Zeithaml, A. Parasuraman, Arvind Malhotra

Research output: Contribution to journalReview articlepeer-review

1393 Scopus citations


Evidence exists that senice quality delivery through Web sites is an essential strategy to success, possibly more important than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.

Original languageEnglish (US)
Pages (from-to)362-375
Number of pages14
JournalJournal of the Academy of Marketing Science
Issue number4
StatePublished - Sep 2002

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing


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