E-S-QUAL

Name: Work Video:
Duration: 3 min 30 s
A. Parasuraman; Valarie A. Zeithaml; Arvind Malhotra
{'id': 'https://openalex.org/W2151694441', 'doi': 'https://doi.org/10.1177/1094670504271156', 'title': 'E-S-QUAL', 'display_name': 'E-S-QUAL', 'publication_year': 2004, 'publication_date': '2004-12-30', 'ids': {'openalex': 'https://openalex.org/W2151694441', 'doi': 'https://doi.org/10.1177/1094670504271156', 'mag': '2151694441'}, 'language': 'en', 'primary_location': {'is_oa': False, 'landing_page_url': 'https://doi.org/10.1177/1094670504271156', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S125608309', 'display_name': 'Journal of Service Research', 'issn_l': '1094-6705', 'issn': ['1094-6705', '1552-7379'], 'is_oa': False, 'is_in_doaj': False, 'is_core': True, 'host_organization': 'https://openalex.org/P4310320017', 'host_organization_name': 'SAGE Publishing', 'host_organization_lineage': ['https://openalex.org/P4310320017'], 'host_organization_lineage_names': ['SAGE Publishing'], 'type': 'journal'}, 'license': None, 'license_id': None, 'version': None, 'is_accepted': False, 'is_published': False}, 'type': 'article', 'type_crossref': 'journal-article', 'indexed_in': ['crossref'], 'open_access': {'is_oa': True, 'oa_status': 'green', 'oa_url': 'http://public.kenan-flagler.unc.edu/faculty/malhotra/E-S-QualJServRsch.pdf', 'any_repository_has_fulltext': True}, 'authorships': [{'author_position': 'first', 'author': {'id': 'https://openalex.org/A5108603030', 'display_name': 'A. Parasuraman', 'orcid': None}, 'institutions': [{'id': 'https://openalex.org/I145608581', 'display_name': 'University of Miami', 'ror': 'https://ror.org/02dgjyy92', 'country_code': 'US', 'type': 'education', 'lineage': ['https://openalex.org/I145608581']}], 'countries': ['US'], 'is_corresponding': False, 'raw_author_name': 'A. Parasuraman', 'raw_affiliation_strings': ['University of Miami'], 'affiliations': [{'raw_affiliation_string': 'University of Miami', 'institution_ids': ['https://openalex.org/I145608581']}]}, {'author_position': 'middle', 'author': {'id': 'https://openalex.org/A5002771076', 'display_name': 'Valarie A. Zeithaml', 'orcid': 'https://orcid.org/0000-0003-4693-6069'}, 'institutions': [{'id': 'https://openalex.org/I114027177', 'display_name': 'University of North Carolina at Chapel Hill', 'ror': 'https://ror.org/0130frc33', 'country_code': 'US', 'type': 'education', 'lineage': ['https://openalex.org/I114027177']}], 'countries': ['US'], 'is_corresponding': False, 'raw_author_name': 'Valarie A. Zeithaml', 'raw_affiliation_strings': ['University of North Carolina at Chapel Hill'], 'affiliations': [{'raw_affiliation_string': 'University of North Carolina at Chapel Hill', 'institution_ids': ['https://openalex.org/I114027177']}]}, {'author_position': 'last', 'author': {'id': 'https://openalex.org/A5004239745', 'display_name': 'Arvind Malhotra', 'orcid': 'https://orcid.org/0000-0001-6527-1539'}, 'institutions': [{'id': 'https://openalex.org/I114027177', 'display_name': 'University of North Carolina at Chapel Hill', 'ror': 'https://ror.org/0130frc33', 'country_code': 'US', 'type': 'education', 'lineage': ['https://openalex.org/I114027177']}], 'countries': ['US'], 'is_corresponding': False, 'raw_author_name': 'Arvind Malhotra', 'raw_affiliation_strings': ['University of North Carolina at Chapel Hill'], 'affiliations': [{'raw_affiliation_string': 'University of North Carolina at Chapel Hill', 'institution_ids': ['https://openalex.org/I114027177']}]}], 'institution_assertions': [], 'countries_distinct_count': 1, 'institutions_distinct_count': 2, 'corresponding_author_ids': [], 'corresponding_institution_ids': [], 'apc_list': None, 'apc_paid': None, 'fwci': 65.343, 'has_fulltext': True, 'fulltext_origin': 'ngrams', 'cited_by_count': 3654, 'citation_normalized_percentile': {'value': 0.964434, 'is_in_top_1_percent': False, 'is_in_top_10_percent': True}, 'cited_by_percentile_year': {'min': 99, 'max': 100}, 'biblio': {'volume': '7', 'issue': '3', 'first_page': '213', 'last_page': '233'}, 'is_retracted': False, 'is_paratext': False, 'primary_topic': {'id': 'https://openalex.org/T10154', 'display_name': 'Customer Service Quality and Loyalty', 'score': 0.9995, 'subfield': {'id': 'https://openalex.org/subfields/1407', 'display_name': 'Organizational Behavior and Human Resource Management'}, 'field': {'id': 'https://openalex.org/fields/14', 'display_name': 'Business, Management and Accounting'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}, 'topics': [{'id': 'https://openalex.org/T10154', 'display_name': 'Customer Service Quality and Loyalty', 'score': 0.9995, 'subfield': {'id': 'https://openalex.org/subfields/1407', 'display_name': 'Organizational Behavior and Human Resource Management'}, 'field': {'id': 'https://openalex.org/fields/14', 'display_name': 'Business, Management and Accounting'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}, {'id': 'https://openalex.org/T13777', 'display_name': 'Cognitive and psychological constructs research', 'score': 0.999, 'subfield': {'id': 'https://openalex.org/subfields/3207', 'display_name': 'Social Psychology'}, 'field': {'id': 'https://openalex.org/fields/32', 'display_name': 'Psychology'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}, {'id': 'https://openalex.org/T10068', 'display_name': 'Technology Adoption and User Behaviour', 'score': 0.9971, 'subfield': {'id': 'https://openalex.org/subfields/1802', 'display_name': 'Information Systems and Management'}, 'field': {'id': 'https://openalex.org/fields/18', 'display_name': 'Decision Sciences'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}], 'keywords': [{'id': 'https://openalex.org/keywords/empirical-research', 'display_name': 'Empirical Research', 'score': 0.5437523}, {'id': 'https://openalex.org/keywords/foundation', 'display_name': 'Foundation (evidence)', 'score': 0.4392937}], 'concepts': [{'id': 'https://openalex.org/C136197465', 'wikidata': 'https://www.wikidata.org/wiki/Q1729295', 'display_name': 'Variety (cybernetics)', 'level': 2, 'score': 0.6521222}, {'id': 'https://openalex.org/C43214815', 'wikidata': 'https://www.wikidata.org/wiki/Q7310987', 'display_name': 'Reliability (semiconductor)', 'level': 3, 'score': 0.6517675}, {'id': 'https://openalex.org/C2778755073', 'wikidata': 'https://www.wikidata.org/wiki/Q10858537', 'display_name': 'Scale (ratio)', 'level': 2, 'score': 0.6474622}, {'id': 'https://openalex.org/C140781008', 'wikidata': 'https://www.wikidata.org/wiki/Q1221081', 'display_name': 'Service quality', 'level': 3, 'score': 0.5870239}, {'id': 'https://openalex.org/C2780719617', 'wikidata': 'https://www.wikidata.org/wiki/Q1030752', 'display_name': 'Salient', 'level': 2, 'score': 0.57611907}, {'id': 'https://openalex.org/C120936955', 'wikidata': 'https://www.wikidata.org/wiki/Q2155640', 'display_name': 'Empirical research', 'level': 2, 'score': 0.5437523}, {'id': 'https://openalex.org/C2779530757', 'wikidata': 'https://www.wikidata.org/wiki/Q1207505', 'display_name': 'Quality (philosophy)', 'level': 2, 'score': 0.53813595}, {'id': 'https://openalex.org/C2780378061', 'wikidata': 'https://www.wikidata.org/wiki/Q25351891', 'display_name': 'Service (business)', 'level': 2, 'score': 0.49311706}, {'id': 'https://openalex.org/C15744967', 'wikidata': 'https://www.wikidata.org/wiki/Q9418', 'display_name': 'Psychology', 'level': 0, 'score': 0.45293218}, {'id': 'https://openalex.org/C2780966255', 'wikidata': 'https://www.wikidata.org/wiki/Q5474306', 'display_name': 'Foundation (evidence)', 'level': 2, 'score': 0.4392937}, {'id': 'https://openalex.org/C133462117', 'wikidata': 'https://www.wikidata.org/wiki/Q4929239', 'display_name': 'Data collection', 'level': 2, 'score': 0.41048118}, {'id': 'https://openalex.org/C41008148', 'wikidata': 'https://www.wikidata.org/wiki/Q21198', 'display_name': 'Computer science', 'level': 0, 'score': 0.38542166}, {'id': 'https://openalex.org/C56739046', 'wikidata': 'https://www.wikidata.org/wiki/Q192060', 'display_name': 'Knowledge management', 'level': 1, 'score': 0.33281803}, {'id': 'https://openalex.org/C162853370', 'wikidata': 'https://www.wikidata.org/wiki/Q39809', 'display_name': 'Marketing', 'level': 1, 'score': 0.3263008}, {'id': 'https://openalex.org/C144133560', 'wikidata': 'https://www.wikidata.org/wiki/Q4830453', 'display_name': 'Business', 'level': 0, 'score': 0.26874873}, {'id': 'https://openalex.org/C144024400', 'wikidata': 'https://www.wikidata.org/wiki/Q21201', 'display_name': 'Sociology', 'level': 0, 'score': 0.09219217}, {'id': 'https://openalex.org/C154945302', 'wikidata': 'https://www.wikidata.org/wiki/Q11660', 'display_name': 'Artificial intelligence', 'level': 1, 'score': 0.08433434}, {'id': 'https://openalex.org/C105795698', 'wikidata': 'https://www.wikidata.org/wiki/Q12483', 'display_name': 'Statistics', 'level': 1, 'score': 0.07890493}, {'id': 'https://openalex.org/C36289849', 'wikidata': 'https://www.wikidata.org/wiki/Q34749', 'display_name': 'Social science', 'level': 1, 'score': 0.0}, {'id': 'https://openalex.org/C163258240', 'wikidata': 'https://www.wikidata.org/wiki/Q25342', 'display_name': 'Power (physics)', 'level': 2, 'score': 0.0}, {'id': 'https://openalex.org/C121332964', 'wikidata': 'https://www.wikidata.org/wiki/Q413', 'display_name': 'Physics', 'level': 0, 'score': 0.0}, {'id': 'https://openalex.org/C138885662', 'wikidata': 'https://www.wikidata.org/wiki/Q5891', 'display_name': 'Philosophy', 'level': 0, 'score': 0.0}, {'id': 'https://openalex.org/C33923547', 'wikidata': 'https://www.wikidata.org/wiki/Q395', 'display_name': 'Mathematics', 'level': 0, 'score': 0.0}, {'id': 'https://openalex.org/C166957645', 'wikidata': 'https://www.wikidata.org/wiki/Q23498', 'display_name': 'Archaeology', 'level': 1, 'score': 0.0}, {'id': 'https://openalex.org/C111472728', 'wikidata': 'https://www.wikidata.org/wiki/Q9471', 'display_name': 'Epistemology', 'level': 1, 'score': 0.0}, {'id': 'https://openalex.org/C62520636', 'wikidata': 'https://www.wikidata.org/wiki/Q944', 'display_name': 'Quantum mechanics', 'level': 1, 'score': 0.0}, {'id': 'https://openalex.org/C95457728', 'wikidata': 'https://www.wikidata.org/wiki/Q309', 'display_name': 'History', 'level': 0, 'score': 0.0}], 'mesh': [], 'locations_count': 2, 'locations': [{'is_oa': False, 'landing_page_url': 'https://doi.org/10.1177/1094670504271156', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S125608309', 'display_name': 'Journal of Service Research', 'issn_l': '1094-6705', 'issn': ['1094-6705', '1552-7379'], 'is_oa': False, 'is_in_doaj': False, 'is_core': True, 'host_organization': 'https://openalex.org/P4310320017', 'host_organization_name': 'SAGE Publishing', 'host_organization_lineage': ['https://openalex.org/P4310320017'], 'host_organization_lineage_names': ['SAGE Publishing'], 'type': 'journal'}, 'license': None, 'license_id': None, 'version': None, 'is_accepted': False, 'is_published': False}, {'is_oa': True, 'landing_page_url': 'http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.474.1568', 'pdf_url': 'http://public.kenan-flagler.unc.edu/faculty/malhotra/E-S-QualJServRsch.pdf', 'source': {'id': 'https://openalex.org/S4306400349', 'display_name': 'CiteSeer X (The Pennsylvania State University)', 'issn_l': None, 'issn': None, 'is_oa': True, 'is_in_doaj': False, 'is_core': False, 'host_organization': 'https://openalex.org/I130769515', 'host_organization_name': 'Pennsylvania State University', 'host_organization_lineage': ['https://openalex.org/I130769515'], 'host_organization_lineage_names': ['Pennsylvania State University'], 'type': 'repository'}, 'license': None, 'license_id': None, 'version': 'submittedVersion', 'is_accepted': False, 'is_published': False}], 'best_oa_location': {'is_oa': True, 'landing_page_url': 'http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.474.1568', 'pdf_url': 'http://public.kenan-flagler.unc.edu/faculty/malhotra/E-S-QualJServRsch.pdf', 'source': {'id': 'https://openalex.org/S4306400349', 'display_name': 'CiteSeer X (The Pennsylvania State University)', 'issn_l': None, 'issn': None, 'is_oa': True, 'is_in_doaj': False, 'is_core': False, 'host_organization': 'https://openalex.org/I130769515', 'host_organization_name': 'Pennsylvania State University', 'host_organization_lineage': ['https://openalex.org/I130769515'], 'host_organization_lineage_names': ['Pennsylvania State University'], 'type': 'repository'}, 'license': None, 'license_id': None, 'version': 'submittedVersion', 'is_accepted': False, 'is_published': False}, 'sustainable_development_goals': [], 'grants': [], 'datasets': [], 'versions': [], 'referenced_works_count': 63, 'referenced_works': ['https://openalex.org/W1499170180', 'https://openalex.org/W1502783911', 'https://openalex.org/W1572145800', 'https://openalex.org/W1683742771', 'https://openalex.org/W1689771227', 'https://openalex.org/W1791587663', 'https://openalex.org/W195845004', 'https://openalex.org/W1973687016', 'https://openalex.org/W1978125974', 'https://openalex.org/W1979522819', 'https://openalex.org/W1979907230', 'https://openalex.org/W1991623719', 'https://openalex.org/W1992193527', 'https://openalex.org/W1994923855', 'https://openalex.org/W2000437409', 'https://openalex.org/W2017679397', 'https://openalex.org/W2019107330', 'https://openalex.org/W2022727669', 'https://openalex.org/W2026368098', 'https://openalex.org/W2027362948', 'https://openalex.org/W2028809046', 'https://openalex.org/W2040780635', 'https://openalex.org/W2041736172', 'https://openalex.org/W2043129083', 'https://openalex.org/W2046669440', 'https://openalex.org/W2046752514', 'https://openalex.org/W2047036688', 'https://openalex.org/W2049159124', 'https://openalex.org/W2055077282', 'https://openalex.org/W2055297129', 'https://openalex.org/W2055851468', 'https://openalex.org/W2057410711', 'https://openalex.org/W205793710', 'https://openalex.org/W2069618020', 'https://openalex.org/W2071666535', 'https://openalex.org/W2079032446', 'https://openalex.org/W2085067988', 'https://openalex.org/W2090107165', 'https://openalex.org/W2090936523', 'https://openalex.org/W2099078684', 'https://openalex.org/W2101686155', 'https://openalex.org/W2104093905', 'https://openalex.org/W2110638361', 'https://openalex.org/W2117948235', 'https://openalex.org/W2146410840', 'https://openalex.org/W2313860335', 'https://openalex.org/W2483334312', 'https://openalex.org/W2611897969', 'https://openalex.org/W263780676', 'https://openalex.org/W2796901959', 'https://openalex.org/W2797816625', 'https://openalex.org/W3166187505', 'https://openalex.org/W4230706236', 'https://openalex.org/W4234607614', 'https://openalex.org/W4235164243', 'https://openalex.org/W4239203632', 'https://openalex.org/W4250040931', 'https://openalex.org/W4251054905', 'https://openalex.org/W4299927410', 'https://openalex.org/W569700397', 'https://openalex.org/W570885605', 'https://openalex.org/W583817867', 'https://openalex.org/W585582522'], 'related_works': ['https://openalex.org/W596947562', 'https://openalex.org/W4327728159', 'https://openalex.org/W28991112', 'https://openalex.org/W2545348020', 'https://openalex.org/W2381393187', 'https://openalex.org/W2370726991', 'https://openalex.org/W2369710579', 'https://openalex.org/W2358060160', 'https://openalex.org/W2332779545', 'https://openalex.org/W2329500892'], 'abstract_inverted_index': {'Using': [0], 'the': [1, 21, 57, 86, 119, 124, 140], 'means-end': [2], 'framework': [3], 'as': [4], 'a': [5, 15, 60, 109], 'theoretical': [6], 'foundation,': [7], 'this': [8], 'article': [9], 'conceptualizes,': [10], 'constructs,': [11], 'refines,': [12], 'and': [13, 70, 88, 97, 113, 116], 'tests': [14, 115], 'multiple-item': [16], 'scale': [17, 54, 62], '(E-S-QUAL)': [18], 'for': [19, 46, 127], 'measuring': [20], 'service': [22, 49, 132], 'quality': [23, 133], 'delivered': [24], 'by': [25], 'Web': [26], 'sites': [27, 87], 'on': [28, 106, 118, 123, 130], 'which': [29], 'customers': [30, 80], 'shop': [31], 'online.': [32], 'Two': [33], 'stages': [34], 'of': [35, 63, 111], 'empirical': [36, 141], 'data': [37], 'collection': [38], 'revealed': [39], 'that': [40], 'two': [41], 'different': [42], 'scales': [43, 100], 'were': [44], 'necessary': [45], 'capturing': [47], 'electronic': [48, 131], 'quality.': [50], 'The': [51, 72], 'basic': [52], 'E-S-QUAL': [53, 144], 'developed': [55], 'in': [56, 92], 'research': [58, 120, 129], 'is': [59, 76], '22-item': [61], 'four': [64], 'dimensions:': [65, 94], 'efficiency,': [66], 'fulfillment,': [67], 'system': [68], 'availability,': [69], 'privacy.': [71], 'second': [73], 'scale,': [74], 'E-RecS-QUAL,': [75], 'salient': [77], 'only': [78], 'to': [79], 'who': [81], 'had': [82], 'nonroutine': [83], 'encounters': [84], 'with': [85], 'contains': [89], '11': [90], 'items': [91], 'three': [93], 'responsiveness,': [95], 'compensation,': [96], 'contact.': [98], 'Both': [99], 'demonstrate': [101], 'good': [102], 'psychometric': [103], 'properties': [104], 'based': [105], 'findings': [107, 142], 'from': [108, 139], 'variety': [110], 'reliability': [112], 'validity': [114], 'build': [117], 'already': [121], 'conducted': [122], 'topic.': [125], 'Directions': [126], 'further': [128], 'are': [134, 145], 'offered.': [135], 'Managerial': [136], 'implications': [137], 'stemming': [138], 'about': [143], 'also': [146], 'discussed.': [147]}, 'cited_by_api_url': 'https://api.openalex.org/works?filter=cites:W2151694441', 'counts_by_year': [{'year': 2024, 'cited_by_count': 196}, {'year': 2023, 'cited_by_count': 244}, {'year': 2022, 'cited_by_count': 232}, {'year': 2021, 'cited_by_count': 220}, {'year': 2020, 'cited_by_count': 224}, {'year': 2019, 'cited_by_count': 235}, {'year': 2018, 'cited_by_count': 189}, {'year': 2017, 'cited_by_count': 174}, {'year': 2016, 'cited_by_count': 252}, {'year': 2015, 'cited_by_count': 248}, {'year': 2014, 'cited_by_count': 251}, {'year': 2013, 'cited_by_count': 235}, {'year': 2012, 'cited_by_count': 222}], 'updated_date': '2025-01-10T11:20:35.844777', 'created_date': '2016-06-24'}
Publication Information

Basic Information

Access and Citation

AI Researcher Chatbot

Primary Location

Authors

Topics

Keywords

Related Works
