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An investigation into the application of QFD in ecommerce

Waterworth, Alec and Eldridge, Stephen (2010) An investigation into the application of QFD in ecommerce. International Journal of Productivity and Quality Management, 5 (3). pp. 231-251.

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Abstract

As the nature of business has changed over the last 50 years, with a shift away from manufacturing towards service sector industries, quality management has changed with it. Traditional quality management tools, such as quality function deployment (QFD), which were originally developed within manufacturing, have since become popular in assessing quality in the delivery of a service. Although recent research has highlighted the difference between physical service delivery and service delivery in e-commerce (Parasuraman et al., 2005; Barnes and Vigden, 2002, 2005), there is little documented evidence of these techniques being applied to e-commerce. This study has developed this research further, ultimately demonstrating how organisations can adapt traditional quality management tools 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
Subjects: H Social Sciences > HB Economic Theory
Departments: Lancaster University Management School > Management Development Division (MDD)
ID Code: 59482
Deposited By: ep_importer_pure
Deposited On: 25 Oct 2012 16:07
Refereed?: Yes
Published?: Published
Last Modified: 10 Apr 2014 00:16
Identification Number:
URI: http://eprints.lancs.ac.uk/id/eprint/59482

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