Quality of offering on the world wide web

The definition of quality in a 'life' environment, such as that of the World Wide Web has proven to have many, often conflicting interpretations. Factors such as the point of view, the expertise and type of usage of the critic can influence dramatically such a definition and its results. Thus, the key point is to distance oneself from single perspectives and obtain a complete picture of the system as a single entity working towards a specific goal. This paper is an attempt at creating a general model of quality procedures. It will concentrate mainly in customer service, system viability and quality of offering evaluation. Some of the material mentioned is based on adapted classical models that can be used equally to apply and observe standards of offerings in the wider WEB community. Copyright, (C) 2002 John Wiley Sons, Ltd.