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The development of an e-commerce failure mode and effects analysis

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The development of an e-commerce failure mode and effects analysis. / Waterworth, Alec; Eldridge, Stephen.
In: International Journal of Productivity and Quality Management, Vol. 8, No. 3, 2011, p. 247-264.

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

Harvard

Waterworth, A & Eldridge, S 2011, 'The development of an e-commerce failure mode and effects analysis', International Journal of Productivity and Quality Management, vol. 8, no. 3, pp. 247-264. https://doi.org/10.1504/IJPQM.2011.042508

APA

Waterworth, A., & Eldridge, S. (2011). The development of an e-commerce failure mode and effects analysis. International Journal of Productivity and Quality Management, 8(3), 247-264. https://doi.org/10.1504/IJPQM.2011.042508

Vancouver

Waterworth A, Eldridge S. The development of an e-commerce failure mode and effects analysis. International Journal of Productivity and Quality Management. 2011;8(3):247-264. doi: 10.1504/IJPQM.2011.042508

Author

Waterworth, Alec ; Eldridge, Stephen. / The development of an e-commerce failure mode and effects analysis. In: International Journal of Productivity and Quality Management. 2011 ; Vol. 8, No. 3. pp. 247-264.

Bibtex

@article{5b73e7d01adb4c0bbe09d516362dc718,
title = "The development of an e-commerce failure mode and effects analysis",
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.",
keywords = "FMEA, failure mode and effects analysis , e-commerce , e-quality , e-services , e-SQ , customer satisfaction , e-SERVQUAL , electronic commerce , online service delivery",
author = "Alec Waterworth and Stephen Eldridge",
year = "2011",
doi = "10.1504/IJPQM.2011.042508",
language = "English",
volume = "8",
pages = "247--264",
journal = "International Journal of Productivity and Quality Management",
issn = "1746-6482",
publisher = "Inderscience Enterprises Ltd.",
number = "3",

}

RIS

TY - JOUR

T1 - The development of an e-commerce failure mode and effects analysis

AU - Waterworth, Alec

AU - Eldridge, Stephen

PY - 2011

Y1 - 2011

N2 - 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.

AB - 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.

KW - FMEA

KW - failure mode and effects analysis

KW - e-commerce

KW - e-quality

KW - e-services

KW - e-SQ

KW - customer satisfaction

KW - e-SERVQUAL

KW - electronic commerce

KW - online service delivery

U2 - 10.1504/IJPQM.2011.042508

DO - 10.1504/IJPQM.2011.042508

M3 - Journal article

VL - 8

SP - 247

EP - 264

JO - International Journal of Productivity and Quality Management

JF - International Journal of Productivity and Quality Management

SN - 1746-6482

IS - 3

ER -