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Predictability of Impending Online Auction Business Failure - A P-Chart Analysis

Summary: [This abstract is based on the authors' abstract.] In February 2006 Glacier Bay DVD, one the largest and most successful eBay businesses, disappeared without warning. This event caused many to speculate about what this meant for eBay and other auction houses. The authors postulate that quality relates not only to business success, but to business failure as well, and that the relationship should have made it possible to foresee Glacier Bay’s collapse. Using p-chart analysis of customer feedback for two months prior to the collapse, it is shown that Glacier Bay’s failure was predictable.

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  • Topics: Customer Satisfaction and Value, Customer Experience Management
  • Keywords: E-commerce, Business performance, Quality analysis, p (percent) chart, Feedback
  • Author: Finch, Byron J.; Huang, Xiaowen
  • Journal: Quality Management Journal