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Keywords: E-service quality
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal 1–28.
Published: 28 July 2026
...Wenyan Song; Tao Zhang; Xiaoyu Que; Yuqi Tang Purpose This study develops a process-oriented framework to evaluate e-service quality (E-SQ) from an end-to-end service process perspective. E-SQ is conceptualized as an external manifestation of service process performance. The proposed approach aims...
