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Title: Quality in electronic commerce B2C: Perceptions, expectations and importance
Authors: Melián Alzola, Lucía 
Robaina, Víctor Padrón 
Keywords: Measuring Service Quality
Consumer Perceptions
Issue Date: 2006
Publisher: 0264-2069
Journal: Service Industries Journal 
Abstract: There are two academic and professional fields that are strategically important to today's firms: electronic commerce B2C (business to consumer) and Total Quality Management. Their joint appearance in the present scenario gives rise to opportunities and challenges on quality literature that need to be tackled. On that basis, this paper studies the predictive value of the alternative scales of quality in electronic commerce B2C: scale of perceptions, scale of difference (perception minus expectations) and scale of weighted differences. As a result, the measures of perceptions have more predictive value than other measures. However, the measures of expectations and the measures of importance have been considered for diagnostic proposes.
ISSN: 0264-2069
DOI: 10.1080/02642060600850873
Source: Service Industries Journal[ISSN 0264-2069],v. 26(6), p. 671-687
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