The development of an e-commerce failure mode and effects analysis Online publication date: Wed, 14-Sep-2011
by Alec Waterworth, Steve Eldridge
International Journal of Productivity and Quality Management (IJPQM), Vol. 8, No. 3, 2011
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.
Online publication date: Wed, 14-Sep-2011
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