Peer-to-Peer Service Quality and Its Consequences in Virtual Communities

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