Metaverse-Retail Service Quality: A Future Framework for Retail Service Quality in the 3D Internet

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Main author: Gadalla, Eman
Other authors: Keeling, Kathy
Abosag, Ibrahim
Format: Journal Article           
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id eprints-21182
recordtype eprints
institution SOAS, University of London
collection SOAS Research Online
language English
language_search English
description This paper argues that service quality in retailing in 3D Collaborative Virtual Environments (aka Metaverses) is distinct from service quality in the more familiar 2D mainly menu-driven web internet store (e-SQ). The study identifies and conceptualises the determinants of Metaverse Retailing service quality (MR-SQ) through a combination of focus groups and Critical Incident Technique. A set of four overarching determining elements of MR-SQ was revealed including customer service, product dimension, store dimension and 3D platform dimension. These incorporate some of the features found in 2D e-SQ but importantly the study indicated new characteristics, unique to MR-SQ. The CVE context presents opportunities for retailers in enhancing social experience, responsive service and creative co-production opportunities. It is within these gaps that respondents identified in 2D retailing that current CVEs and the future Web 3.0 hold appealing prospects for enhancing and producing creative and co-operative online retailing service quality (MR-SQ). The study provides a framework for guidance for retailers as well as for future research. Summary Statement of Contribution: The paper establishes new understanding of the determinants of Metaverse Retailing-Service Quality (MR-SQ). For virtual worlds in general and for service quality in particular, this study shows new MR-SQ dimensions, overlapping dimensions with different meanings to MR-SQ compares to e-SQ, and similar dimensions in both MR-SQ and e-SQ.
author_additional Sivan, Yesha Y.
author_additionalStr Sivan, Yesha Y.
format Journal Article
author Gadalla, Eman
author_facet Gadalla, Eman
Keeling, Kathy
Abosag, Ibrahim
authorStr Gadalla, Eman
author_letter Gadalla, Eman
author2 Keeling, Kathy
Abosag, Ibrahim
author2Str Keeling, Kathy
Abosag, Ibrahim
title Metaverse-Retail Service Quality: A Future Framework for Retail Service Quality in the 3D Internet
publisher Taylor and Francis
publishDate 2013
url https://eprints.soas.ac.uk/21182/

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