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Keywords: Quality management
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Journal Articles
The effect of channel quality inconsistency on the association between e‐service quality and customer relationships
Available to Purchase
Journal:
Internet Research
Internet Research (2011) 21 (4): 458–478.
Published: 12 August 2011
... Publishing Limited 2011 E‐service Quality inconsistency Quality management Supply chain management Channel management SERVQUAL Customer relationship Taiwan While traditional marketing activities have focused primarily on increasing market shares through mass marketing, recent trends...
Journal Articles
Classification and synthesis of quality approaches in e‐government services
Available to Purchase
Journal:
Internet Research
Internet Research (2007) 17 (4): 378–401.
Published: 21 August 2007
... on the improvement of online public services and on the increase of e‐citizens satisfaction. Various initiatives investigate the application of quality management principles to the delivery of electronic public services. The purpose of this paper is to present an overview of the existing literature in the field...
