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The development of an e-commerce failure mode and effects analysis

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.

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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

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