International Journal of Quality & Reliability Management · 2002 · 561 citations · 5 references
ManagementManagement Information SystemsQuality ManagementService OperationsTotal Quality ManagementConsumer SatisfactionCustomer Experience ManagementCustomer SatisfactionCustomer Satisfaction ManagementService CharacteristicsService QualityCustomer ExperienceCustomer Quality PerceptionE-service QualityPerceived Service QualityPerceived Service Quality MeasurementService Quality ModelsService Quality Perception
Abstract The aim of this paper is to identify the features or dimensions that customers use to assess the quality of a virtual service or operation. It will focus on identifying those characteristics that are perceived by customers as a necessity in achieving customer satisfaction in a virtual operation.
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