IDEAS home Printed from
   My bibliography  Save this article

Issues Regarding E-Service Quality Management – Customization On Online Tourism Domain


  • Denisa Cotirlea

    () (University of Alba Iulia)


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.

Suggested Citation

  • Denisa Cotirlea, 2011. "Issues Regarding E-Service Quality Management – Customization On Online Tourism Domain," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 3(1), pages 33-44, May.
  • Handle: RePEc:pcz:journl:v:3:y:2011:i:1:p:33-44

    Download full text from publisher

    File URL:
    Download Restriction: no

    File URL:
    Download Restriction: no


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    Cited by:

    1. repec:ers:journl:v:xx:y:2017:i:3a:p:435-445 is not listed on IDEAS

    More about this item


    e-Service; quality management; touristic services;

    JEL classification:

    • E00 - Macroeconomics and Monetary Economics - - General - - - General
    • H00 - Public Economics - - General - - - General


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pcz:journl:v:3:y:2011:i:1:p:33-44. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Paula Bajdor). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.