Citation
(2002), "Special Issue on Quality and e-Service", Business Process Management Journal, Vol. 8 No. 5. https://doi.org/10.1108/bpmj.2002.15708eaa.005
Publisher
:Emerald Group Publishing Limited
Copyright © 2002, MCB UP Limited
Special Issue on Quality and e-Service
Special Issue on Quality and e-Service
Managing Service Quality is pleased to announce a special issue focussing on Quality and e-Service under the guest editorship of Dr Frances Hill and Shirley-Ann Hazlett from the School of Management and Economics at Queen's University Belfast. In a recent issue of Managing Service Quality (Vol. 12 No. 3, 2002, pp. 135-8) Professor Valarie Zheihaml stated that: "Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor". Thus we invite contributions to address one or more of the following:
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the distinctive features of e-service;
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the fit between existing service paradigms and the e-environment;
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the conceptualisation of e-service quality and its measurement;
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the delivery of e-service quality in practice; and
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consumer attitudes and behaviours in relation to e-service.
We welcome papers that adopt theoretical, empirical, methodological or practitioner stances and are interested in contributions located at varying levels of analysis. Four copies of each paper must be received by the guest editors on or before 31 January 2003. The editors will review each paper, and if it is judged suitable for this publication, it will then be sent to two referees for double blind peer review. Papers should be in the format specified in the Note for Contributors (www.emeraldinsight.com/journals/msq/notes.htm).
Address to which papers should be sent is:
Dr Frances Hill School of Management and Economics, Queen's University of Belfast, 25 University Square, Belfast BT7 1NN, Northern Ireland, UK.
For further information contact: f.hill@qub.ac.uk, s.hazlett@qub.ac.uk