Skip to main content

Metaverse-retail service quality: A future framework for retail service quality in the 3D internet

Buy Article:

$53.17 plus tax (Refund Policy)

Abstract:

This study 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) and conceptualises the determinants of Metaverse Retailing service quality (MR-SQ) through a combination of focus groups and Critical Incident Technique with current users of Metaverse retail stores. The emerging set of four overarching determining elements of MR-SQ includes customer service, product dimension, store dimension and a 3D platform dimension. While some of these features are found in 2D e-SQ others are unique to MR-SQ such as human contact, emotional expressiveness, virtual trial and fantasy products, in addition to the 3D platform features. Thus, the CVE/Metaverse context presents opportunities for retailers to enhance social experience, responsive service and creative co-production opportunities. The study provides a framework for guidance for retailers to improve service quality in 3D Metaverse stores, as well as for future research.

Keywords: Collaborative Virtual Environments (CVEs); MR-service quality; Metaverse retailing; Metaverses; Second Life; avatars; critical incident technique (CIT)

Document Type: Research Article

DOI: http://dx.doi.org/10.1080/0267257X.2013.835742

Affiliations: 1: Manchester Business School, Manchester, UK, 2: Manchester Business School, Manchester, UK, 3: Manchester Business School, Manchester, UK,

Publication date: October 1, 2013

More about this publication?
routledg/jmm/2013/00000029/F0020013/art00004
dcterms_title,dcterms_description,pub_keyword
6
5
20
40
5

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more