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ArticleImproving service quality with information technology

Blair J. Berkley1994

Article1994

Improving service quality with information technology

Blair J. Berkley · Amit Kumar Gupta

142 citations·0/0 files stored·International Journal of Information Management

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Customer Service Quality and Loyalty Information Technology Governance and Strategy Service and Product Innovation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1990Delivering Quality Service 1987Future Perfect 1991Information Systems: A Management Perspective 1988Information Economics: Linking Business Performance to Information Technology 1991Services under siege--the restructuring imperative.1992Aligning information systems with business strategy

Cited by

2015Service Quality Measurements: A Review 2005Information technology center service quality 2012A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective 2003An initial assessment of the influence of IT on TQM: a multiple case study 2012Understanding service quality 2003The effect of information technologies on TQM: An initial analysis 1995Identifying the information requirements to deliver quality service

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1995Service Quality: A Measure of Information Systems Effectivenessarticle · 2 shared references 1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONSarticle · 2 shared references 2004Is “service with a smile” enough? Authenticity of positive displays during service encountersarticle · 2 shared references 1991Measuring Service Quality in the Travel and Tourism Industryarticle · 2 shared references 1989A Framework for Analyzing Customer Service Orientations in Manufacturingarticle · 2 shared references 2000A Longitudinal Analysis of Satisfaction and Profitabilityarticle · 2 shared references

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Year1994

Typearticle

Published1994-04-01

VenueInternational Journal of Information Management

ISSN-L0268-4012

Languageen

Citations142

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0268-4012(94)90030-2

openalex_workW2021187959

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2008Perspectives of citizens towards e-government in Thailand and Indonesia: A multigroup analysis