Waterworth, Alec and Eldridge, Stephen (2011) The development of an e-commerce failure mode and effects analysis. International Journal of Productivity and Quality Management, 8 (3). pp. 247-264.
Full text not available from this repository.Abstract
In the last 50 years, the nature of business has changed, with a shift firstly from manufacturing towards service sector industries, and again more recently towards e-commerce. Traditional quality management techniques, such as failure mode and effects analysis (FMEA), although developed in manufacturing, have since proved effective and popular in measuring quality in the physical delivery of a service. There is, however, little research into the application of such techniques in e-commerce. Parasuraman et al. (2005) highlighted the differences between physical service delivery and online service delivery, resulting in the e-SERVQUAL scale of customer requirements. This study has developed this research further into a practical tool for organisations to measure quality and guide improvement efforts in an e-commerce environment.
| Item Type: | Article |
|---|---|
| Journal or Publication Title: | International Journal of Productivity and Quality Management |
| Uncontrolled Keywords: | FMEA ; failure mode and effects analysis ; e-commerce ; e-quality ; e-services ; e-SQ ; customer satisfaction ; e-SERVQUAL ; electronic commerce ; online service delivery |
| Subjects: | H Social Sciences > HB Economic Theory |
| Departments: | Lancaster University Management School > Management Development Division (MDD) |
| ID Code: | 59187 |
| Deposited By: | ep_importer_pure |
| Deposited On: | 12 Oct 2012 14:16 |
| Refereed?: | Yes |
| Published?: | Published |
| Last Modified: | 25 Oct 2012 14:05 |
| Identification Number: | |
| URI: | http://eprints.lancs.ac.uk/id/eprint/59187 |
Actions (login required)
| View Item |
