Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/52371
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dc.contributor.authorMelián Alzola, Lucíaen_US
dc.contributor.authorRobaina, Víctor Padrónen_US
dc.date.accessioned2018-11-25T19:45:33Z-
dc.date.available2018-11-25T19:45:33Z-
dc.date.issued2006en_US
dc.identifier.issn0264-2069en_US
dc.identifier.urihttp://hdl.handle.net/10553/52371-
dc.description.abstractThere 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.en_US
dc.languagespaen_US
dc.publisher0264-2069
dc.relation.ispartofService Industries Journalen_US
dc.sourceService Industries Journal[ISSN 0264-2069],v. 26(6), p. 671-687en_US
dc.subject.otherMeasuring Service Qualityen_US
dc.subject.otherConsumer Perceptionsen_US
dc.subject.otherSatisfactionen_US
dc.subject.otherInterneten_US
dc.subject.otherModelen_US
dc.titleQuality in electronic commerce B2C: Perceptions, expectations and importanceen_US
dc.typeinfo:eu-repo/semantics/Articleen_US
dc.typeArticleen_US
dc.identifier.doi10.1080/02642060600850873en_US
dc.identifier.scopus33748586784-
dc.identifier.isi000241631300005-
dc.contributor.authorscopusid8443024700-
dc.contributor.authorscopusid8616497700-
dc.description.lastpage687en_US
dc.description.firstpage671en_US
dc.relation.volume26en_US
dc.investigacionCiencias Sociales y Jurídicasen_US
dc.type2Artículoen_US
dc.contributor.daisngid12922634-
dc.contributor.daisngid11379152-
dc.utils.revisionen_US
dc.contributor.wosstandardWOS:Alzola, LM-
dc.contributor.wosstandardWOS:Robaina, VP-
dc.date.coverdateSeptiembre 2006en_US
dc.identifier.ulpgcen_US
dc.contributor.buulpgcBU-ECOen_US
dc.description.jcr0,178
dc.description.jcrqQ4
dc.description.ssciSSCI
item.grantfulltextnone-
item.fulltextSin texto completo-
crisitem.author.deptGIR IUCTC: Dirección de Marketing, RSC y empresa familiar-
crisitem.author.deptIU de Ciencias y Tecnologías Cibernéticas-
crisitem.author.deptDepartamento de Economía y Dirección de Empresas-
crisitem.author.deptGIR TIDES: Economía, medioambiente, sostenibilidad y turismo-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.deptDepartamento de Economía y Dirección de Empresas-
crisitem.author.orcid0000-0003-1246-5203-
crisitem.author.orcid0000-0001-6048-2935-
crisitem.author.parentorgIU de Ciencias y Tecnologías Cibernéticas-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameMelián Alzola, Lucía-
crisitem.author.fullNamePadrón Robaina, Víctor Ignacio-
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