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Developing a framework for understanding e-service quality, its antecedents, consequences, and mediators

- Carlson, Jamie, O'Cass, Aron

The diminished effect of psychological empowerment on the self-empowered

- Chan, Thomas Chi Keung, Ng, Keith Yong Ngee, Casimir, Gian

Links between service climate, employee commitment and employees' service quality capability

- Little, Marie Mikic, Dean, Alison M.

Differentiating between service quality and relationship quality in cyberspace

- Keating, Byron, Rugimbana, Robert, Quazi, Ali

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