Quality management of B2C e-commerce service based on human factors engineering
作者：
Highlights：
• We propose a novel quality management approach for B2C e-commerce service.
• We determine credible quality requirements with weights by using Kano’ model.
• We map quality requirements to quality characteristics with importance determined.
• Operating practices for quality characteristics entail quantitative output.
摘要
•We propose a novel quality management approach for B2C e-commerce service.•We determine credible quality requirements with weights by using Kano’ model.•We map quality requirements to quality characteristics with importance determined.•Operating practices for quality characteristics entail quantitative output.
论文关键词：B2CS,business to customer electronic commerce service,CQRs,credible quality requirements,EISMB2CWSQ,evaluation indicator system and model of B2C websites service quality,HFE,human factors engineering,HOQ,house of quality,QCs,quality characteristics,QRs,quality requirements,QFD,quality function deployment,E-commerce,Electronic commerce service,Quality management,Human factors engineering,Quality function deployment
论文评审过程：Available online 6 April 2013.
论文官网地址：https://doi.org/10.1016/j.elerap.2013.03.005
