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Title:
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IN FINDING OF A GENERAL E-SERVICE QUALITY MODEL: A PRELIMINARY STUDY |
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Author(s):
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Botjan umak , Gregor Polančič , Marjan Heričko |
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ISBN:
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978-972-8924-78-2 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2009 |
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Edition:
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Single |
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Keywords:
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E-Service, E-Service Quality, Quality Framework, Quality Factors |
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Type:
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Full Paper |
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First Page:
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401 |
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Last Page:
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407 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The main objective of this paper is to overview existing literature on e-service quality; how different authors understand
quality parameters, which of them they find most important and what are the results of their researches, regardless of the
method type. Once educated about previous findings, we want to make a transparent comparison, which would give us a
basic guidance of what is out there and what still needs to be done in our further research work. Our main goal would be
finding basic quality dimensions, which would most commonly describe an average e-service and evaluate its quality. |
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