Perceived quality of mobile services : a segment-specific analysis /

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Dickinger, Astrid
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Frankfurt am Main ; New York : P. Lang, [2007]
Colección:Forschungsergebnisse der Wirtschaftsuniversität Wien ; Bd. 18.
Temas:
Consumer satisfaction.
Mobile commerce.
Mobile communication systems.
Telecommunication systems.
Radiocommunications mobiles.
Commerce mobile.
Systèmes de télécommunications.
Consommateurs > Satisfaction.
telecommunication systems.
BUSINESS & ECONOMICS > Consumer Behavior.
Mobile Telekommunikation > Electronic Commerce.
Electronic Commerce > Mobile Telekommunikation.
Electronic books.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Cover
  • 1 INTRODUCTION
  • 1.1 RESEARCH QUESTIONS AND AIMS
  • 1.2 IMPLICATIONS
  • 1.3 RESEARCH DESIGN
  • 1.4 STRUCTURE
  • 2 THE EXPLORATIVE RESEARCH
  • 2.1 A BRIEF SUMMARY OF QUALITATIVE RESEARCH
  • 2.1.1 Advantages and Disadvantages of Qualitative Research Methods
  • 2.1.2 Preparing for the Field and the Selection of Experts
  • 2.1.3 Qualitative Interviewing
  • 2.1.4 Qualitative Data Processing and Analyzing
  • 2.2 CARRYING OUT THE QUALITATIVE RESEARCH
  • 3 THE M-COMMERCE VALUE CHAIN
  • 3.1 THE BASIC MODEL
  • 3.2 INFRASTRUCTURE AND SERVICES
  • 3.2.1 Mobile Transport
  • 3.2.2 Mobile Interface and Applications
  • 3.2.2.1 Mobile Phones
  • 3.2.2.1.1 Phones as Portable Entertainment Players
  • 3.2.2.1.2 Phones as a New Marketing Tool for Retailers and Manufacturers
  • 3.2.2.1.3 Phones as a Multi-Channel Shopping Device
  • 3.2.2.1.4 Phones as Portable Navigation Guides
  • 3.2.2.1.5 Phones as Tickets and Money
  • 3.2.2.1.6 Phones as a Mobile Internet Device
  • 3.2.3 Mobile Service Technologies and Delivery Support
  • 3.2.3.1 Messaging Services
  • 3.2.3.2 Security and Privacy
  • 3.3 CONTENT
  • 3.3.1 Content Creation
  • 3.3.2 Content Packaging
  • 3.3.3 Market Making
  • 3.4 THE MOBILE USER
  • 4 MOBILE SERVICES
  • 4.1 CHARACTERISTICS OF MOBILE SERVICES
  • 4.2 TYPES OF MOBILE SERVICES
  • 4.2.1 Information Services
  • 4.2.2 Entertainment Services
  • 4.2.3 Transaction Services
  • 4.2.4 Communication Services
  • 4.2.5 Mobile Marketing Services
  • 4.2.5.1 Mobile Branding
  • 4.2.5.2 Mobile CRM
  • 4.2.5.3 Mobile Advertising
  • 4.2.5.4 Mobile Market Research
  • 5 THEORETICAL AND METHODOLOGICAL FRAMEWORK
  • 5.1 RELEVANCE OF THE THEORETICAL FRAMEWORK
  • 5.2 DIFFUSION AND ADOPTION THEORIES
  • 5.2.1 Diffusion of Innovations
  • 5.2.2 Social Cognitive Theory
  • 5.2.3 Theory of Planned Behavior & Theory of Reasoned Action
  • 5.2.4 The Technology Acceptance Model
  • 5.2.5 Task Technology Fit Model
  • 5.2.6 Motivational Model
  • 5.2.7 Unified Theory of Acceptance and Use of Technology
  • 5.2.8 Comparative Analysis of Adoption Models
  • 5.3 SERVICE QUALITY
  • 5.3.1 Donabedian's Model
  • 5.3.2 Grönroos' Model
  • 5.3.3 Parasuraman, Zeithaml, Berry
  • 5.3.4 Measurement of Service Quality
  • 5.3.4.1 SERVQUAL
  • 5.3.4.2 SERVPERF
  • 5.3.5 Internet Quality
  • 5.3.5.1 E-S-Quality
  • 5.3.5.2 EC-SERVQUAL
  • 5.3.5.3 WebQual by Barnes and Vidgen
  • 5.3.5.4 WebQual by Loiacono, Watson and Goodhue
  • 5.3.5.5 DeLone and McLean's Model of IS Success
  • 5.3.5.6 Sitequal
  • 5.3.5.7 eTailQ
  • 5.3.5.8 Attitude Toward the Site
  • AST
  • 5.4 BEHAVIORAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY
  • 5.4.1 Loyalty
  • 5.4.1.1 Day's Two-Dimensional Loyalty Concept
  • 5.4.1.2 Loyalty According to Jacoby, Chestnut and Kymer
  • 5.4.1.3 The Dick and Basu Loyalty Approach
  • 5.4.1.4 Oliver's Dynamic Loyalty Perspective
  • 5.4.1.5 Measuring Loyalty
  • 5.4.1.6 The Relationship between Customer Satisfaction and Loyalty
  • 5.4.2 Value

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