SERVQUAL: Its Applicability in Electronic Commerce B2C

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Source: American Society for Quality

Date: January 2008

Type: White Paper

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Overview: The new economy, characterized by the increase and spread of new information and communication technologies in organizations, has changed the economic precepts established in the physical markets. This paper published by American Society for Quality analyzes and compares the applicability of the SERVQUAL survey instrument, which is widely accepted in the literature on traditional service, in electronic commerce B2C.

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