Special issue: Quality in multi-channel services employing virtual channels

International Journal of Internet and Enterprise Management 5(4) 2008

• Perceived quality, satisfaction and customer loyalty: an empirical study in the mobile phones sector in Brazil
• Application of quality methodologies to the development of a website
• Instrumentation and measurement of multi-channel services systems

Additional Papers

• IT-enablement of Knowledge Management: the modelling of enablers
• User involvement to enhance expertise in system development