Peer-to-Peer Service Quality in Virtual Communities

Aku Valtakoski*, Juhana Peltonen, Mikko O. J. Laine

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

Abstract

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.

Original languageEnglish
Title of host publicationStudies in Virtual Communities, Blogs, and Modern Social Networking
Subtitle of host publicationMeasurements, Analysis, and Investigations
Pages15-25
Number of pages11
ISBN (Electronic)9781466640238
DOIs
Publication statusPublished - 31 May 2013
MoE publication typeA3 Part of a book or another research book

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