|Title:||Quality in electronic commerce B2C: Perceptions, expectations and importance||Authors:||Melián Alzola, Lucía
Robaina, Víctor Padrón
|Keywords:||Measuring Service Quality
|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.||URI:||http://hdl.handle.net/10553/52371||ISSN:||0264-2069||DOI:||10.1080/02642060600850873||Source:||Service Industries Journal[ISSN 0264-2069],v. 26(6), p. 671-687|
|Appears in Collections:||Artículos|
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