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Quality and electronic commerce: a partnership for growth

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This article explores the relationship between electronic commerce (EC) and the management of quality. The stand point it assumes for EC is that of a total entrepreneurial strategy spanning both intra- and inter-organizational business and technology aspects. The article explores the relationship of EC and quality management (QM) from five distinct view points: quality for the end customer in view of the personalization of the relationship between the customer and the enterprise; the definition of service quality in electronic service delivery systems; the transformation of QM from a value chain to a supply chain issue due to supply chain integration introduced through EC; the management of quality information; and the management of quality in Internet and software service provision.

Keywords: Customer satisfaction; Electronic commerce; Service quality; Total quality management

Document Type: Research Article

Publication date: June 1, 2003

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