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