Home > Research > Publications & Outputs > An investigation into the application of QFD in...

Research

Links

Text available via DOI:

View graph of relations

An investigation into the application of QFD in ecommerce

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Published

Standard

An investigation into the application of QFD in ecommerce. / Waterworth, Alec; Eldridge, Stephen.
In: International Journal of Productivity and Quality Management, Vol. 5, No. 3, 2010, p. 231-251.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Waterworth, A & Eldridge, S 2010, 'An investigation into the application of QFD in ecommerce', International Journal of Productivity and Quality Management, vol. 5, no. 3, pp. 231-251. https://doi.org/10.1504/IJPQM.2010.032067

APA

Waterworth, A., & Eldridge, S. (2010). An investigation into the application of QFD in ecommerce. International Journal of Productivity and Quality Management, 5(3), 231-251. https://doi.org/10.1504/IJPQM.2010.032067

Vancouver

Waterworth A, Eldridge S. An investigation into the application of QFD in ecommerce. International Journal of Productivity and Quality Management. 2010;5(3):231-251. doi: 10.1504/IJPQM.2010.032067

Author

Waterworth, Alec ; Eldridge, Stephen. / An investigation into the application of QFD in ecommerce. In: International Journal of Productivity and Quality Management. 2010 ; Vol. 5, No. 3. pp. 231-251.

Bibtex

@article{bb6245bb212043e7b9bb19d6dc07ab52,
title = "An investigation into the application of QFD in ecommerce",
abstract = "As the nature of business has changed over the last 50 years, with a shift away from manufacturing towards service sector industries, quality management has changed with it. Traditional quality management tools, such as quality function deployment (QFD), which were originally developed within manufacturing, have since become popular in assessing quality in the delivery of a service. Although recent research has highlighted the difference between physical service delivery and service delivery in e-commerce (Parasuraman et al., 2005; Barnes and Vigden, 2002, 2005), there is little documented evidence of these techniques being applied to e-commerce. This study has developed this research further, ultimately demonstrating how organisations can adapt traditional quality management tools to measure quality and guide improvement efforts in an e-commerce environment.",
author = "Alec Waterworth and Stephen Eldridge",
year = "2010",
doi = "10.1504/IJPQM.2010.032067",
language = "English",
volume = "5",
pages = "231--251",
journal = "International Journal of Productivity and Quality Management",
issn = "1746-6482",
publisher = "Inderscience Enterprises Ltd.",
number = "3",

}

RIS

TY - JOUR

T1 - An investigation into the application of QFD in ecommerce

AU - Waterworth, Alec

AU - Eldridge, Stephen

PY - 2010

Y1 - 2010

N2 - As the nature of business has changed over the last 50 years, with a shift away from manufacturing towards service sector industries, quality management has changed with it. Traditional quality management tools, such as quality function deployment (QFD), which were originally developed within manufacturing, have since become popular in assessing quality in the delivery of a service. Although recent research has highlighted the difference between physical service delivery and service delivery in e-commerce (Parasuraman et al., 2005; Barnes and Vigden, 2002, 2005), there is little documented evidence of these techniques being applied to e-commerce. This study has developed this research further, ultimately demonstrating how organisations can adapt traditional quality management tools to measure quality and guide improvement efforts in an e-commerce environment.

AB - As the nature of business has changed over the last 50 years, with a shift away from manufacturing towards service sector industries, quality management has changed with it. Traditional quality management tools, such as quality function deployment (QFD), which were originally developed within manufacturing, have since become popular in assessing quality in the delivery of a service. Although recent research has highlighted the difference between physical service delivery and service delivery in e-commerce (Parasuraman et al., 2005; Barnes and Vigden, 2002, 2005), there is little documented evidence of these techniques being applied to e-commerce. This study has developed this research further, ultimately demonstrating how organisations can adapt traditional quality management tools to measure quality and guide improvement efforts in an e-commerce environment.

U2 - 10.1504/IJPQM.2010.032067

DO - 10.1504/IJPQM.2010.032067

M3 - Journal article

VL - 5

SP - 231

EP - 251

JO - International Journal of Productivity and Quality Management

JF - International Journal of Productivity and Quality Management

SN - 1746-6482

IS - 3

ER -