Quality and electronic commerce: a partnership for growth

This article explores the relationship between electronic commerce (EC) and the management of quality. The stand point it assumes for EC is that of a total entrepreneurial strategy spanning both intraand inter-organizational business and technology aspects. The article explores the relationship of EC and quality management (QM) from five distinct view points: quality for the end customer in view of the personalization of the relationship between the customer and the enterprise; the definition of service quality in electronic service delivery systems; the transformation of QM from a value chain to a supply chain issue due to supply chain integration introduced through EC; the management of quality information; and the management of quality in Internet and software

[1]  G. Grisetti,et al.  Further Reading , 1984, IEEE Spectrum.

[2]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[3]  A. Darker,et al.  TOTAL QUALITY CONTROL , 1987 .

[4]  E. Ziegel.  Juran's Quality Control Handbook , 1988 .

[5]  N. Harris,et al.  Service Operations Management , 2001 .

[6]  Steven L. Alter,et al.  Information Systems: A Management Perspective , 1991 .

[7]  J Bowe,et al.  Total quality management. , 1992, Contemporary longterm care.

[8]  Philip Powell,et al.  Information Systems: A Management Perspective , 1992 .

[9]  J. Oakland.  Business process re-engineering — the route to integrating TQM into the business strategy , 1995 .

[10]  M Williams,et al.  Managing Quality , 2018 .

[11]  A Rao,et al.  Total Quality Management–A Cross Functional Perspective , 1996 .

[12]  Andrew Whinston,et al.  Frontiers of Electronic Commerce , 1996 .

[13]  David Walters,et al.  Managing the supply chain : a strategic perspective , 1996 .

[14]  Frank Voehl,et al.  Total quality in information systems and technology , 1996 .

[15]  Joseph A. Petrick,et al.  Total Quality and Organization Development , 1997 .

[16]  R. Dholakia,et al.  Searching for information in marketspace: does the form ‐ product or service ‐ matter? , 1997 .

[17]  Kenichi Mase.  Quality of Service in Communication Networks , 1997 .

[18]  Stephen S. Tax,et al.  Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing , 1998 .

[19]  Gregory H. Watson.  Digital Hammers and Electronic Nails— Tools of the Next Generation , 1998 .

[20]  Balaji Padmanabhan,et al.  The identification and satisfaction of consumer analysis‐driven information needs of marketers on the WWW , 1998 .

[21]  Lynette Knowles Mathur,et al.  Services advertising and providing services on the Internet , 1998 .

[22]  Christopher J. Cremer.  QUALITY IN THE AGE OF COMMUNICATION , 1998 .

[23]  M. Christopher.  Logistics and Supply Chain Management: Strategies for Reducing Cost and Improving Service (Second Edition) , 1999 .

[24]  Wen‐Hsien Chen,et al.  Benchmarking quality goals in service systems , 1998 .

[25]  Stephen S. Tax,et al.  Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing: , 1998 .

[26]  Paul Timmers,et al.  Business Models for Electronic Markets , 1998, Electron. Mark..

[27]  P. Patterson,et al.  The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services , 1999 .

[28]  Gary S. Lynn,et al.  New media in marketing redefine competitive advantage: a comparison of small and large firms , 1999 .

[29]  C. Prahalad,et al.  The new meaning of quality in the information age. , 1999, Harvard business review.

[30]  S. Durvasula,et al.  Testing the SERVQUAL scale in the business‐to‐business sector: The case of ocean freight shipping service , 1999 .

[31]  Diane M. Strong,et al.  Information quality benchmarks: product and service performance , 2002, CACM.

[32]  Juan de Dios Banda Jara,et al.  Electronic Commerce: Trends and Opportunities , 2003 .

[33]  Matt Seaver,et al.  Gower handbook of quality management , 2003 .

[34]  Jens J. Dahlgaard,et al.  Fundamentals of Total Quality Management , 2005 .