Impact of design methods on decision support systems success: an empirical assessment
Information and Management
An empirical study of the impact of user involvement on system usage and information satisfaction
Communications of the ACM - The MIT Press scientific computation series
A foundation for the study of group decision support systems
Management Science
A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
The measurement of end-user computing satisfaction
MIS Quarterly
Computerization, productivity, and quality of work-life
Communications of the ACM
Rethinking the concept of user involvement
MIS Quarterly
Understanding user evaluations of information systems
Management Science
The art of software support: design and operation of support centers and help desks
The art of software support: design and operation of support centers and help desks
The measurement of user information satisfaction
Communications of the ACM
Opportunities to enhance a commercial website
Information and Management
Exploring the factors associated with Web site success in the context of electronic commerce
Information and Management
Factors influencing the adoption of Internet banking
Journal of the AIS
Dimensions of information systems success
Communications of the AIS
Business at the Speed of Thought: Using a Digital Nervous System
Business at the Speed of Thought: Using a Digital Nervous System
The Mission of Marketing Science
Marketing Science
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
International Journal of Human-Computer Studies
e-Service enhancement priority matrix: the case of an IC foundry company
Information and Management
Information and Management
Evolution of e-commerce Web sites: A conceptual framework and a longitudinal study
Information and Management
Structural equation model for effective CRM of digital content industry
Expert Systems with Applications: An International Journal
A fuzzy linguistic model to evaluate the quality of Web sites that store XML documents
International Journal of Approximate Reasoning
International Journal of Electronic Commerce
Computers in Human Behavior
The effect of negative online consumer reviews on product attitude: An information processing view
Electronic Commerce Research and Applications
Behaviour & Information Technology
eWOM overload and its effect on consumer behavioral intention depending on consumer involvement
Electronic Commerce Research and Applications
International Journal of Electronic Commerce
Proceedings of the 11th International Conference on Electronic Commerce
Consumer perception of interface quality, security, and loyalty in electronic commerce
Information and Management
The priority factor model for customer relationship management system success
Expert Systems with Applications: An International Journal
An application of fuzzy AHP for evaluating course website quality
Computers & Education
A study of the adoption behaviour for In-Car GPS navigation systems
International Journal of Mobile Communications
Research on factors influencing intention to use DMB using extended IS success model
Information Technology and Management
Modern software product support processes and the usage of multimedia formats
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Impacts of web systems on their domain
Journal of Web Engineering
A hybrid fuzzy MCDM approach for evaluating website quality of professional accounting firms
Expert Systems with Applications: An International Journal
A hybrid ANP evaluation model for electronic service quality
Applied Soft Computing
Journal of Engineering and Technology Management
What Drives Social Commerce: The Role of Social Support and Relationship Quality
International Journal of Electronic Commerce
An effectiveness evaluation model for the web-based marketing of the airline industry
Expert Systems with Applications: An International Journal
An assessment of customers' e-service quality perception, satisfaction and intention
International Journal of Information Management: The Journal for Information Professionals
International Journal of E-Business Research
Service with an e-smile: Employee authenticity and customer use of web-based support services
Information and Management
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Examining success factors of open source software repositories: the case of OSOR.eu portal
International Journal of Business Information Systems
Identifying and Responding to Customer Needs on Facebook Fan Pages
International Journal of Technology and Human Interaction
Expert Systems with Applications: An International Journal
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The quality of a Web-based customer support system involves the information it supplies, the service it provides, and characteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of a study of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theoretically expected relationships. The results of this study indicate that information and system quality determine effectiveness while service quality has no impact. Practical implications for managers and designers are offered.