Dimensão |
Autores |
Acesso |
Parasuraman, Zeithaml e Berry (1985PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A conceptual model of service quality and its implications for future research. Journal of Marketing, v. 49, n. 4, p. 41-50, 1985. ); Madu e Madu (2002MADU, C. N.; MADU, A. A. Dimensions of e-quality. International Journal of Quality & Reliability Management, v. 19, n. 3, p. 246-258, 2002.); Yang, Peterson e Cai (2003YANG, Z.; PETERSON, R. T.; CAI, S. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing, v. 17, n. 7, p. 685-700, 2003.); Constantinides (2004CONSTANTINIDES, E. Influencing the online consumer’s behavior: The Web experience. Internet Research, v. 14, n. 2, p. 111-126, 2004.); Parasuraman, Zeithaml e Malhotra (2005); Hernon e Calvert (2005HERNON, P.; CALVERT, P. E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, v. 27, n. 3, p. 377-404, 2005.); Nilsen (2006NILSEN, K. Comparing users’ perspectives of in-person and virtual reference. New Library World, v. 107, n. 1222/1223, p. 91-104, 2006.); Loiacono et al. (2007LOIACONO, E. T.; WATSON, R. T.; GOODHUE, D. L. WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, v. 11, n. 3, p. 51-87, 2007. ); Costa (2014). |
Capacidade de Resposta |
Parasuraman, Zeithaml e Berry (1985PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A conceptual model of service quality and its implications for future research. Journal of Marketing, v. 49, n. 4, p. 41-50, 1985. ); Vergueiro e Carvalho (2001VERGUEIRO, W.; CARVALHO, T. Definição de indicadores de qualidade: a visão dos administradores e clientes de bibliotecas universitárias. Perspectivas em Ciência da Informação, v. 6, n. 1, p. 27-40, 2001.); Madu e Madu (2002MADU, C. N.; MADU, A. A. Dimensions of e-quality. International Journal of Quality & Reliability Management, v. 19, n. 3, p. 246-258, 2002.); Yang, Jun e Peterson (2004YANG, Z.; JUN, M., PETERSON, R. T. Measuring customer perceived online service quality: Scale development and managerial implications. International Journal of Operations & Production Management, v. 24, n. 11, p. 1149-1174, 2004. ); Parasuraman, Zeithaml e Malhotra (2005); Nilsen (2006NILSEN, K. Comparing users’ perspectives of in-person and virtual reference. New Library World, v. 107, n. 1222/1223, p. 91-104, 2006.); Loiacono et al. (2007LOIACONO, E. T.; WATSON, R. T.; GOODHUE, D. L. WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, v. 11, n. 3, p. 51-87, 2007. ); Connaway, Radford e Dickey (2008CONNAWAY, L. S.; RADFORD, M. L.; DICKEY, T. J. On the trail of the elusive non-user: What research in virtual reference environments reveals. Bulletin of the American Society for Information Science and Technology, v. 34, n. 2, p. 25-28, 2008. ). |
Comunicação |
Parasuraman, Zeithaml e Berry (1985PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A conceptual model of service quality and its implications for future research. Journal of Marketing, v. 49, n. 4, p. 41-50, 1985. ); Vergueiro e Carvalho (2001VERGUEIRO, W.; CARVALHO, T. Definição de indicadores de qualidade: a visão dos administradores e clientes de bibliotecas universitárias. Perspectivas em Ciência da Informação, v. 6, n. 1, p. 27-40, 2001.); Constantinides (2002CONSTANTINIDES, E. The 4S web-marketing mix model. Electronic Commerce Research and Applications, v. 1, n. 1, p. 57-76, 2002.); Madu e Madu (2002MADU, C. N.; MADU, A. A. Dimensions of e-quality. International Journal of Quality & Reliability Management, v. 19, n. 3, p. 246-258, 2002.); Yang, Peterson e Cai (2003YANG, Z.; PETERSON, R. T.; CAI, S. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing, v. 17, n. 7, p. 685-700, 2003.); Yang, Jun e Peterson (2004); Constantinides (2004); Parasuraman, Zeithaml e Malhotra (2005); Hernon e Calvert (2005HERNON, P.; CALVERT, P. E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, v. 27, n. 3, p. 377-404, 2005.); Nilsen (2006NILSEN, K. Comparing users’ perspectives of in-person and virtual reference. New Library World, v. 107, n. 1222/1223, p. 91-104, 2006.); Loiacono et al. (2007LOIACONO, E. T.; WATSON, R. T.; GOODHUE, D. L. WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, v. 11, n. 3, p. 51-87, 2007. ); Mu (2011MU, X. et al. A survey and empirical study of virtual reference service in academic libraries. The Journal of Academic Librarianship, v. 37, n. 2, p. 120-129, 2011.). |
Confiabilidade |
Parasuraman, Zeithaml e Berry (1985PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A conceptual model of service quality and its implications for future research. Journal of Marketing, v. 49, n. 4, p. 41-50, 1985. ); Vergueiro e Carvalho (2001VERGUEIRO, W.; CARVALHO, T. Definição de indicadores de qualidade: a visão dos administradores e clientes de bibliotecas universitárias. Perspectivas em Ciência da Informação, v. 6, n. 1, p. 27-40, 2001.); Madu e Madu (2002MADU, C. N.; MADU, A. A. Dimensions of e-quality. International Journal of Quality & Reliability Management, v. 19, n. 3, p. 246-258, 2002.); Yang, Peterson e Cai (2003YANG, Z.; PETERSON, R. T.; CAI, S. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing, v. 17, n. 7, p. 685-700, 2003.); Constantinides (2004CONSTANTINIDES, E. Influencing the online consumer’s behavior: The Web experience. Internet Research, v. 14, n. 2, p. 111-126, 2004.); Yang, Jun e Peterson (2004); Hernon e Calvert (2005HERNON, P.; CALVERT, P. E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, v. 27, n. 3, p. 377-404, 2005.); Loiacono et al. (2007LOIACONO, E. T.; WATSON, R. T.; GOODHUE, D. L. WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, v. 11, n. 3, p. 51-87, 2007. ); Connaway, Radford e Dickey (2008CONNAWAY, L. S.; RADFORD, M. L.; DICKEY, T. J. On the trail of the elusive non-user: What research in virtual reference environments reveals. Bulletin of the American Society for Information Science and Technology, v. 34, n. 2, p. 25-28, 2008. ); Shachaf, Oltmann e Horowitz (2008SHACHAF, P.; OLTMANN, S. M.; HOROWITZ, S. M. Service equality in virtual reference. Journal of the American Society for Information Science and Technology, v. 59, n. 4, p. 535-550, 2008. ); Costa (2014). |
Estímulo |
Constantinides (2002CONSTANTINIDES, E. The 4S web-marketing mix model. Electronic Commerce Research and Applications, v. 1, n. 1, p. 57-76, 2002.); Madu e Madu (2002MADU, C. N.; MADU, A. A. Dimensions of e-quality. International Journal of Quality & Reliability Management, v. 19, n. 3, p. 246-258, 2002.); Yang, Peterson e Cai (2003YANG, Z.; PETERSON, R. T.; CAI, S. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing, v. 17, n. 7, p. 685-700, 2003.); Constantinides (2004); Hernon e Calvert (2005HERNON, P.; CALVERT, P. E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, v. 27, n. 3, p. 377-404, 2005.); Nilsen (2006NILSEN, K. Comparing users’ perspectives of in-person and virtual reference. New Library World, v. 107, n. 1222/1223, p. 91-104, 2006.); Loiacono et al. (2007LOIACONO, E. T.; WATSON, R. T.; GOODHUE, D. L. WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, v. 11, n. 3, p. 51-87, 2007. ). |
Produto |
Yang, Peterson e Cai (2003YANG, Z.; PETERSON, R. T.; CAI, S. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing, v. 17, n. 7, p. 685-700, 2003.); Constantinides (2004CONSTANTINIDES, E. Influencing the online consumer’s behavior: The Web experience. Internet Research, v. 14, n. 2, p. 111-126, 2004.); Yang, Jun e Peterson (2004); Hernon e Calvert (2005HERNON, P.; CALVERT, P. E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, v. 27, n. 3, p. 377-404, 2005.); Nilsen (2006NILSEN, K. Comparing users’ perspectives of in-person and virtual reference. New Library World, v. 107, n. 1222/1223, p. 91-104, 2006.); Loiacono et al. (2007LOIACONO, E. T.; WATSON, R. T.; GOODHUE, D. L. WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, v. 11, n. 3, p. 51-87, 2007. ); Shachaf, Oltmann e Horowitz (2008SHACHAF, P.; OLTMANN, S. M.; HOROWITZ, S. M. Service equality in virtual reference. Journal of the American Society for Information Science and Technology, v. 59, n. 4, p. 535-550, 2008. ); Costa (2014). |
Segurança |
Parasuraman, Zeithaml e Berry (1985PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A conceptual model of service quality and its implications for future research. Journal of Marketing, v. 49, n. 4, p. 41-50, 1985. ); Vergueiro e Carvalho (2001VERGUEIRO, W.; CARVALHO, T. Definição de indicadores de qualidade: a visão dos administradores e clientes de bibliotecas universitárias. Perspectivas em Ciência da Informação, v. 6, n. 1, p. 27-40, 2001.); Madu e Madu (2002MADU, C. N.; MADU, A. A. Dimensions of e-quality. International Journal of Quality & Reliability Management, v. 19, n. 3, p. 246-258, 2002.); Yang, Peterson e Cai (2003YANG, Z.; PETERSON, R. T.; CAI, S. Services quality dimensions of Internet retailing: An exploratory analysis. Journal of Services Marketing, v. 17, n. 7, p. 685-700, 2003.); Yang, Jun e Peterson (2004); Hernon e Calvert (2005HERNON, P.; CALVERT, P. E-service quality in libraries: Exploring its features and dimensions. Library & Information Science Research, v. 27, n. 3, p. 377-404, 2005.); Parasuraman, Zeithaml e Malhotra (2005); Nilsen (2006NILSEN, K. Comparing users’ perspectives of in-person and virtual reference. New Library World, v. 107, n. 1222/1223, p. 91-104, 2006.); Costa (2014). |