Show simple item record Yang, Ying Humphreys, Paul McIvor, Ronan 2008-11-07T12:09:40Z 2008-11-07T12:09:40Z 2006
dc.identifier.citation Yang , Y , Humphreys , P & McIvor , R 2006 , ' Business service quality in an e-commerce environment ' Supply Chain Management: An International Journal , vol 11 , no. 3 , pp. 195-201 . DOI: 10.1108/13598540610662086 en
dc.identifier.issn 1359-8546
dc.identifier.other PURE: 82477
dc.identifier.other PURE UUID: 07097ac6-a6bf-4c6c-bc94-41f86ce420a8
dc.identifier.other dspace: 2160/921
dc.identifier.other DSpace_20121128.csv: row: 730
dc.identifier.other Scopus: 33744748929
dc.description Yang, Y., Humphreys, P., & McIvor, R. (2006). Business service quality in an e-commerce environment. Supply Chain Management: An International Journal, 11 (3), 195-201. RAE2008 en
dc.description.abstract This paper aims to investigate how to improve business service quality (BSQ) in an e-commerce environment. It also serves as a basis for developing a BSQ measurement instrument in an e-commerce environment. Design/methodology/approach – The paper examines BSQ along four inter-organisational business process transactions. The focus is mainly on understanding the buyer's expected service and identifying main BSQ dimensions to satisfy the buyers. Findings – Four main BSQ quality dimensions including marketing service, logistics service, operations service and collaboration service are identified along the inter-organisaitonal business process. Four propositions are then offered. Additionally, customised business service quality is also discussed. Research limitations/implications – This research calls for a need to test the propositions through a questionnaire survey, where quantitative analysis will be conducted to identify the extent to which various BSQ dimensions affect the buyers' overall satisfaction. In addition, it would be worthwhile to investigate the linkage between BSQ and buyer performance. Originality/value – With the rapid growth of e-commerce, business environments are demanding higher level of service quality than ever before. In this context, the contribution of this paper is to look at how to improve BSQ along the inter-organisational process transactions. en
dc.format.extent 7 en
dc.language.iso eng
dc.relation.ispartof Supply Chain Management: An International Journal en
dc.rights en
dc.title Business service quality in an e-commerce environment en
dc.type /dk/atira/pure/researchoutput/researchoutputtypes/contributiontojournal/article en
dc.contributor.institution School of Management and Business en
dc.contributor.institution Management en
dc.description.status Peer reviewed en

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