ARTICLES ON TECHNOLOGY AND SERVICE QUALITY
Dr. Pratibha A. Dabholkar (Ph.D., Georgia State University, 1991) is internationally recognized as a pioneer in research on technology in services marketing. She is a leading educator and seminar presenter on that subject area, as well as on service quality research. Dr. Dabholkar has published seminal journal articles on a variety of business research topics, including business-to-business relationships, customer choice models, and means-end analysis. Only her articles on technology in service delivery, technology-based self-service, Internet marketing, attitudinal research, customer participation, service quality, and customer satisfaction are listed here.
For more information on a specific article, please click the appropriate link below.
"Perceptions of Download Delays: Relation to Actual Waits, Web Site Abandoning, and Stage of Delay"
“Perceived Download Waiting in Using Web Sites: A Conceptual Framework with Mediating and Moderating Effects”
“An Investigation of Real Estate Agent Service to Home Sellers: Relevant Factors and Attributions”
“Online Commercial Chat: A New Tool For E-Business Success”
“Technology in Service Delivery: Implications for Self-Service and Service Support”
“A Measure of Service Quality for Retail Stores: Scale Development and Validation”
“A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality”
“Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies”
“Does Customer Satisfaction Predict Postpurchase Intentions”
“Customer Satisfaction and Service Quality: Two Constructs or One?”
“The Role of Prior Behavior and Category-Based Affect in On-Site Service Encounters”
“Using Technology‑Based Self-Service Options to Improve Perceived Service Quality”
“How to Improve Perceived Service Quality by Increasing Customer Participation”
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