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Some benefits of this methodology are highlighted and an exploratory research is carried out in a real environment to illustrate this approach. Results from this research explain which quality dimensions are considered the most valuable to online students. Information provided by this methodology can significantly improve strategic decision-making processes in online universities worldwide.<\/p>","DOI":"10.4018\/jisss.2010100104","type":"journal-article","created":{"date-parts":[[2011,2,15]],"date-time":"2011-02-15T20:20:03Z","timestamp":1297801203000},"page":"57-72","source":"Crossref","is-referenced-by-count":4,"title":["Using the Critical Incident Technique to Identify Factors of Service Quality in Online Higher Education"],"prefix":"10.4018","volume":"2","author":[{"given":"Mar\u00eda J.","family":"Mart\u00ednez-Arg\u00fcelles","sequence":"first","affiliation":[{"name":"Open University of Catalonia, Spain"}]},{"given":"Jos\u00e9 M.","family":"Cast\u00e1n","sequence":"additional","affiliation":[{"name":"University of Barcelona, Spain"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-1392-1776","authenticated-orcid":true,"given":"Angel A.","family":"Juan","sequence":"additional","affiliation":[{"name":"Open University of Catalonia, Spain"}]}],"member":"2432","reference":[{"key":"jisss.2010100104-0","doi-asserted-by":"publisher","DOI":"10.1108\/09684880510626584"},{"key":"jisss.2010100104-1","doi-asserted-by":"publisher","DOI":"10.1108\/09684889810242182"},{"issue":"3","key":"jisss.2010100104-2","first-page":"114","article-title":"An Integrative Approach to the Assessment of E-commerce quality.","volume":"3","author":"S. 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