... quality is the key determinant for successful e‐commerce. A conceptual model of the determinants of e‐service quality is proposed and discussed. Given the exploratory nature of this research, focus groups are used to investigate e‐service quality dimensions. It is proposed that e‐service quality has...

...G. Wilkinson; B.G. Dale Describes a model based on empirical research which provides the details of an integrated management system and takes into account existing and accepted definitions of quality management, environmental management, and occupational health and safety management systems. Claims...

... group as well as their other key characteristics, which are described below. Benchmarking Model Service industries Operations Performance measurement During the 1980s those service organisations in the UK that were once regarded as public sector and non‐profit making have increasingly...