Not all qualities are equal: Moderating role of online shopper conscientiousness in quality evaluation

作者：

Highlights：

• We test how conscientiousness moderates the links among the 13 quality sub-dimensions.

• In the online shopping context, we found that users appreciate empathy and service reliability for service quality.

• Users emphasize timeliness and accessibility for system quality and accuracy for information quality.

摘要

•We test how conscientiousness moderates the links among the 13 quality sub-dimensions.•In the online shopping context, we found that users appreciate empathy and service reliability for service quality.•Users emphasize timeliness and accessibility for system quality and accuracy for information quality.

论文关键词：Service quality (SQ),System quality (SysQ),Information quality (IQ),3Q Model,Conscientiousness,Personality

论文评审过程：Received 7 July 2020, Revised 25 March 2021, Accepted 25 April 2021, Available online 30 April 2021, Version of Record 12 May 2021.

论文官网地址：https://doi.org/10.1016/j.elerap.2021.101056