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This study conceptualizes e-service quality with respect to a hotel website and develops a corresponding measurement scale. Using a mixed methodology research design, 29 semi-structured interviews first defined customers' perceptions of hotel websites and identified the important areas for...

Hahn SongEe; Sparks, B.; Wilkins, H.; Jin Xin
Routledge, Philadelphia, USA
Journal of Hospitality Marketing & Management, 2017, 26, 7, pp 694-716