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.
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.
|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)|
|Deposited On:||12 Oct 2012 14:16|
|Last Modified:||25 Oct 2012 14:05|
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