Trocchia, P. and Janda, S. (2003) How do consumers evaluate Internet retail service quality?
Journal of Services Marketing, 17(3).
Wodtke, C. (2002) Information Architecture: Blueprints for the Web. New Riders, IN.
Zeithaml, V., Parasuraman, A., and Malhotra, A., (2002), Service quality delivery through web
sites: a critical review of extant knowledge, Academy of Marketing Science, 30(4), 368.Further reading
Bevan, N. (1999) Usability issues in web site design, Proceedings of the 6th Interactive Publishing
Conference, November. Available online at http://www.usability.serco.com. Accessible lists of web-
design pointers.
Noyes, J. and Baber, C. (1999) User-centred Design of Systems. Springer-Verlag, Berlin. Details
the user-centred design approach.
Preece, J., Rogers, Y. and Sharp, H. (2002) Interaction Design. Wiley, New York. Clearly describes
a structured approach to interaction design, including web interaction.Web links
Jakob Nielsen’s UseIt(www.useit.com). Detailed guidelines (alertboxes) and summaries of
research into usability of web media.
Royal National Institute for the Blindweb accessibility guidelines
(www.rnib.org.uk/accessibility).
UI Access resourceson web site accessibility (www.uiaccess.com/access_links.html).
Usability News(www.usabilitynews.com).
User Interface Engineering(www.uie.com). Articles on usability which often provide a
counterpoint to those of Nielsen.
Web Design References(www.d.umn.edu/itss/support/Training/Online/webdesign). A col-
lection from the University of Minnesota Duluth including articles and references on
Accessibility, Information Architecture and Usability.
Worldwide Web consortium web accessibility guidelines(see http://www.w3.org/WAI).
Yale University Press(www.webstyleguide.com). Supporting site for Lynch, P. and Horton,
S. (1999) Web Style Guide. Basic Design Principles for Creating Web Sites. Yale University Press,
New Haven, CT. Provides a large amount of detail on design.WEB LINKSINMA_C07.QXD 17/5/06 4:23 pm Page 347