Business service quality in an e-commerce environment

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dc.contributor.author Yang, Ying
dc.contributor.author Humphreys, Paul
dc.contributor.author McIvor, Ronan
dc.date.accessioned 2008-11-07T12:09:40Z
dc.date.available 2008-11-07T12:09:40Z
dc.date.issued 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 . , 10.1108/13598540610662086 en
dc.identifier.issn 1359-8546
dc.identifier.other PURE: 82477
dc.identifier.other dspace: 2160/921
dc.identifier.uri http://hdl.handle.net/2160/921
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.title Business service quality in an e-commerce environment en
dc.type Text en
dc.type.publicationtype Article (Journal) en
dc.identifier.doi http://dx.doi.org/10.1108/13598540610662086
dc.contributor.institution School of Management & Business en
dc.contributor.institution Management en
dc.description.status Peer reviewed en


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