ISSUES REGARDING E-SERVICE QUALITY MANAGEMENT – CUSTOMIZATION ON ONLINE TOURISM DOMAIN
Journal Title: Polish Journal of Management Studies - Year 2011, Vol 3, Issue 1
Abstract
This article was written in order to provide an overview of the significance of e-Service quality management; this subject was approached because today’s products and services are radically shifted to digital form and delivered through the Internet. The author chose to make a customization on tourism domain because travel industry has been significantly revolutionized by Information communication technologies in the last decade. Given the importance and boost of the Internet in services’ and companies’ internationalization, this article aimed at identifying the conceptual issues concerning service quality management -in services provided via the Internet- and at emphasizing the importance of e-Service quality in costumer’s life. In the first part of the paper work were mentioned general aspects regarding e-Services and quality management; the author also tried to determine the factors which have the biggest impact on this area; the second part of the work paper contains issues regarding quality of e-Services in tourism sector, while the third part of the article intends to draw your attention over some aspects regarding eTourism and the importance of quality management in services provided via the Internet in tourism domain.<br/><br/>
Authors and Affiliations
Denisa Cotîrlea
Keywords
Related Articles
- EP ID EP518425
- DOI -
- Views 65
- Downloads 0
Quo Vadis Brand Loyalty? Comparative Study of Perceived Brand Value Sources
It has been proved by market reality that traditional brand management theories fail. Based on this, there is a need to provide critical revision of these theories with emphasis on behavioural approach of consumers. The...
THE ROLE OF A COMPUTER NETWORK IN HEALTH INFORMATION MANAGEMENT IN PRIMARY HEALTH CARE INSTITUTIONS
Many primary health care institutions don’t have adequate infrastructure network, which prevents the use of modern IT solutions. The process of IT solutions implementing must therefore be preceded by the construction of...
Editorial Volume 5
Editorial Volume 5<br/><br/>
SELECTED METHODOLOGICAL APPROACHES TO THE PYRAMID DECOMPOSITION OF RETURN ON ASSETS FOR THE FINANCIAL NEEDS OF CORPORATE GOVERNANCE
The most important factor often determining the prosperity or bankruptcy is the ability of the firm to make correct decisions in financial management questions. Like every decision, the decisions on the level of financia...
PERFORMANCE TRENDS IN YOUTH ENTREPRENEUR’S CAPACITY PREREQUISITE FOR THE ENTREPRENEURSHIP DEVELOPMENT OF LATVIA
The paper found that mostly small and medium-sized enterprises (SMEs) prevailed in Latvia and the EU and their number increased year by year, particularly because various measures for the establishment and support of mic...