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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Peer-to-Peer Service Quality in Virtual Communities

Peer-to-Peer Service Quality in Virtual Communities
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Author(s): Aku Valtakoski (Aalto University School of Science, Finland), Juhana Peltonen (Aalto University School of Science, Finland) and Mikko O. J. Laine (Aalto University School of Science, Finland)
Copyright: 2011
Volume: 3
Issue: 1
Pages: 10
Source title: International Journal of Virtual Communities and Social Networking (IJVCSN)
Editor(s)-in-Chief: Subhasish Dasgupta (George Washington University, USA) and Rohit Rampal (State University of New York at Plattsburgh, USA)
DOI: 10.4018/jvcsn.2011010102


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Virtual communities are an increasingly popular way to conduct business over the Internet. However, from the service provider’s point of view they pose special challenges. In particular, unless the provider itself engages in content or service provision, the service relies entirely on its members for provision of services. The members should thus be seen as resources for service provision. This type of networked service production system implies challenges in terms of service quality management and, subsequently, value creation for community members. This paper explores these issues by revisiting service marketing and service operations literature on service quality. Analysis of the literature indicates that firms facilitating virtual communities need to ensure the quality of their service by not only ensuring technical quality but also by nurturing the social aspects of the community that have an impact on the willingness of community members to provide service to each other.

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