ISSUES REGARDING E-SERVICE QUALITY MANAGEMENT – CUSTOMIZATION ON ONLINE TOURISM DOMAIN

Denisa Cotirlea ()
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Denisa Cotirlea: University of Alba Iulia

Polish Journal of Management Studies, 2011, vol. 3, issue 1, 33-44

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.

Keywords: e-Service; quality management; touristic services (search for similar items in EconPapers)
JEL-codes: E00 H00 (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (1)

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