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. ISSN 1746-6482

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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:
Journal Article
Journal or Publication Title:
International Journal of Productivity and Quality Management
Uncontrolled Keywords:
/dk/atira/pure/researchoutput/libraryofcongress/hb
Subjects:
ID Code:
59187
Deposited By:
Deposited On:
12 Oct 2012 13:16
Refereed?:
Yes
Published?:
Published
Last Modified:
11 Feb 2020 08:03