Purpose – The purpose of this paper is to show how QFD can be used as part of a structured planning and analysis framework for micro‐sized enterprises to build‐up their e‐business capabilities. Design/methodology/approach – This case study has been produced using a new framework which...

Purpose – This work seeks to contribute a series of reflections and conclusions in response to the following questions: what variables determine satisfaction in the pre‐sale phase and post‐sale phase of B2C electronic commerce? How are the variables of the pre‐sale phase related to those...