Purpose – This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating...

This paper presents the findings based on a survey conducted to examine the status and extent of the use of computer‐based technology (CBT) to support “quality”, including such aspects as quality control, quality assurance and quality management, in Hong Kong. Five main categories of CBTs,...