Internet‐centred business models have proved to be an effective means of conducting business‐to‐business (B2B) commerce in many industry sectors. As an interactive and instantaneous medium, the Internet provides firms with a new platform – commonly referred to as electronic marketplaces...

While service quality has proved an essential ingredient in convincing customers to choose one organisation over another, many organisations have realised that maintaining excellence on a consistent basis is imperative if they are to gain customer loyalty. This long‐term perspective has...