Influência dos serviços virtuais via internet nos determinantes da qualidade
05/08/2019 10:18
The internet has enabled new business opportunities for the companies, modifying the traditional form to offer services or creating completely new services. The services via internet can still contribute to the quality improvement or to represent alternatives for existent services. However, the service quality can be decomposed in critical determinants which are important to the customers. This paper aims to present how the services via internet influence the determinants which the customers evaluate the service quality.
Referência: SANTOS, L.; VARVAKIS, G. Influência dos serviços virtuais via internet nos determinantes da qualidade. Encontro Nacional de Engenharia de Produção (ENEGEP), 2000