Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/73576
Authors: 
Hackl, Franz
Weiss, Bernhard
Winter-Ebmer, Rudolf
Year of Publication: 
2009
Series/Report no.: 
Working Paper, Department of Economics, Johannes Kepler University of Linz 0905
Abstract: 
This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click- through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 dif- ferent service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of princi- pal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.
Subjects: 
e-commerce
price comparison
horizontal service differentiation
JEL: 
M31
L81
L25
Document Type: 
Working Paper

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