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Title:
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QUALITY IN ELECTRONIC COMMERCE B2C: ANALYSIS LEVEL EMPIRICAL CONSEQUENCES |
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Author(s):
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Lucía Melián Alzola , Víctor Padrón Robaina |
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ISBN:
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972-98947-5-2 |
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Editors:
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Pedro Isaías, Piet Kommers and Maggie McPherson |
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Year:
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2004 |
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Edition:
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2 |
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Keywords:
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Electronic commerce, quality, customer satisfaction, relational quality. |
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Type:
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Short Paper |
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First Page:
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863 |
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Last Page:
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867 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The increasing competition and market globalization, favored by the development of new information and
communications technologies has increased the importance of a quality management approach in companies. However,
the digital economy has changed the theoretical and practical precepts established in the relevant literature by switching
attention from a transactional level to a relational level. Within that framework, this paper aims to make a theoretical
proposal that integrates the transactional vision with the relational vision from the customer perspective in the context of
electronic commerce B2C (business to consumer) transactions. It contributes empirical data about the influence of quality
on the customers disposition to repeat the purchase experience. |
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