Assessing the e-Service Quality of Sellers in an Industrial e-Marketplace

Soonhong Min, Ming Zhou, Doyun Kim, Jayoung Kim

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)


Existing studies of electronic service quality (e-SQ) mainly deal with online shopping mall operators in business-to-consumer (B2C) markets, whereas research into the e-SQ of sellers in industrial electronic marketplaces (e-marketplaces), characterized by multiple sellers and multiple customers, is lacking. Therefore, this study intends to determine if existing theories developed and tested in the B2C online shopping mall context are directly applicable to measure e-SQ of industrial e-marketplace sellers. By qualitatively analyzing customer feedback obtained in an e-marketplace, this study offers an in-depth exploration of e-SQ dimensions, discovers a tentative causal model of the e-SQ specific to industrial e-marketplace sellers, and compares the tentative model grounded in the qualitative data with existing research tested with quantitative data. This study shows that existing e-SQ scales may not apply, without revision, to measures of the e-SQ of industrial e-marketplace sellers.

Original languageEnglish
Pages (from-to)556-582
Number of pages27
JournalJournal of Promotion Management
Issue number5
Publication statusPublished - 2013 Nov

All Science Journal Classification (ASJC) codes

  • Marketing


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