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08.12.2017 | Empirical article

A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults

verfasst von: Suk Bong Choi, Jin Min Kim

Erschienen in: Service Business | Ausgabe 2/2018

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Abstract

Past research has revealed that the social commerce market has become both a new opportunity and a threat for companies. However, these studies analyzed the correlation for just one business model and provided inconclusive suggestions. We contribute to fill this gap in the electronic service quality literature by comparing two distinct electronic commerce models: the online open market and social commerce. Using the Kano model and analytic hierarchy process analysis, we empirically investigate 397 young adults in Korea who have experience in using both the online open market and social commerce. The results indicate that (1) the classification and priorities of the two kinds of e-commerce differ and (2) it is worthwhile to consider addressing specific strategies for different business models in order to improve the service quality of the electronic commerce market. We also discuss the main contributions of our research and the implications for managers in terms of improving electronic service quality.

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Titel: A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults
verfasst von: Suk Bong Choi
Jin Min Kim
Publikationsdatum: 08.12.2017
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 2/2018
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-017-0352-7

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