The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service

Marcel Van Birgelen, Paul Ghijsen, Janjaap Semeijn

    Research output: Contribution to journalArticleAcademicpeer-review


    Purpose – Recent studies have explored the effects of e-service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e-service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional-style barbeque delivery service with a recently installed advanced web-initiated order entry facility now used by a majority of the customers. Design/methodology/approach – An empirical, survey-based cross-sectional study on web-initiated customer experiences of an in-home catering service, involving barbeque food items and cooking equipment. Findings – Findings indicate that adding an innovative e-channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions. Research limitations/implications – Further research is needed on the joint analysis of e-services and traditional services. Practical implications – E-service dimensions appear to have a limited impact on overall satisfaction in a traditional business context. Originality/value – This is one of the first empirical studies combining both traditional and e-service dimensions and relating them to customer satisfaction.
    Original languageEnglish
    Pages (from-to)539-554
    Number of pages16
    JournalManaging Service Quality
    Issue number6
    Publication statusPublished - 1 Dec 2005


    • Customer satisfaction Electronic commerce Food products Retail service industries Service delivery


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