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.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 246-258 |
| Number of pages | 13 |
| Journal | International Journal of Quality and Reliability Management |
| Volume | 19 |
| Issue number | 3 |
| DOIs | |
| State | Published - 2002 |
| Externally published | Yes |
Keywords
- Customer service
- Internet
- Quality
ASJC Scopus subject areas
- Business, Management and Accounting(all)
- Strategy and Management