电子商务B2C中的质量:感知、期望和重要性

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 2006-09-01 DOI:10.1080/02642060600850873

Lucía Melián Alzola, Víctor Padrón Robaina

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引用次数: 9

摘要

有两个学术和专业领域对今天的公司具有战略重要性:电子商务B2C(企业对消费者)和全面质量管理。它们在当前情境下的共同出现，为优质文学带来了需要解决的机遇和挑战。在此基础上，本文研究了电子商务B2C中可供选择的质量量表:感知量表、差异量表(感知减去期望)和加权差异量表的预测价值。因此，感知测量比其他测量具有更大的预测价值。然而，在诊断建议中考虑了期望度量和重要性度量。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Quality in Electronic Commerce B2C: Perceptions, Expectations and Importance

There are two academic and professional fields that are strategically important to today's firms: electronic commerce B2C (business to consumer) and Total Quality Management. Their joint appearance in the present scenario gives rise to opportunities and challenges on quality literature that need to be tackled. On that basis, this paper studies the predictive value of the alternative scales of quality in electronic commerce B2C: scale of perceptions, scale of difference (perception minus expectations) and scale of weighted differences. As a result, the measures of perceptions have more predictive value than other measures. However, the measures of expectations and the measures of importance have been considered for diagnostic proposes.

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

期刊介绍： The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights. We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.