Managing quality in the e-service system: Development and application of a process model

• 成果类型: Article
• 署名作者: Field, JM; Heim, GR; Sinha, KK
• 署名单位: Boston College; University of Minnesota System; University of Minnesota Twin Cities
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• DOI: 10.1111/j.1937-5956.2004.tb00219.x
• 发表日期: 2004
• 页码: 291-306
• 关键词: e-services; service operations; E-commerce; QUALITY MANAGEMENT; PROCESS MODEL

摘要

In this paper, we develop a process model for assessing and managing e-service quality based on the underlying components of the e-service system and, in turn, address the growing need to look in more detail at the system component level for sources of poor quality. The proposed process model is comprised of a set of entities representing the e-service system, a network defining the linking between all pairs of entities via transactions and product flows, and a set of outcomes of the processes in terms of quality dimensions. The process model is developed using Unified Modeling Language (UML), a pictorial language for specifying service designs that has achieved widespread acceptance among e-service designers. Examples of applications of the process model are presented to illustrate how the model can be use to identify operational levers for managing and improving e-service quality.