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Improving service quality with information technology
7 references·16 citing·38 second hop
Improving service quality with information technology (1994)Improving service quality with informatio…Aligning information systems with business strategy (1992)Aligning information systems …Services under siege--the restructuring imperative. (1991)Services under siege--the res…Information Systems: A Management Perspective (1991)Information Systems: A Manage…Delivering Quality Service (1990)Delivering Quality ServiceInformation Economics: Linking Business Performance to Information Technology (1988)Information Economics: Linkin…Future Perfect (1987)Future PerfectA Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Unethical use of information access and analytics in B2B service organisations: The dark side of behavioural loyalty (2022)Unethical use of information …Conceptualising value creation in data-driven services: The case of vehicle data (2021)Conceptualising value creatio…Frontline employee empowerment: Scale development and validation using Confirmatory Composite Analysis (2020)Frontline employee empowermen…Understanding service quality: insights from the literature (2018)Understanding service quality…Increasing customer loyalty and customer intimacy by improving the behavior of employees (2016)Increasing customer loyalty a…Service Quality Measurements: A Review (2015)Service Quality Measurements:…The competitive impact of information technology: can commodity IT contribute to competitive performance? (2013)The competitive impact of inf…Understanding service quality (2012)Understanding service qualityA Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective (2012)A Conceptual Study on the Rel…Perspectives of citizens towards e-government in Thailand and Indonesia: A multigroup analysis (2008)Perspectives of citizens towa…Information technology center service quality (2005)Information technology center…The effect of information technologies on TQM: An initial analysis (2003)The effect of information tec…An initial assessment of the influence of IT on TQM: a multiple case study (2003)An initial assessment of the …Management’s perception of total quality service in the banking sector of a developing economy – a critical analysis (2002)Management’s perception of to…Measures to assess the impact of information technology on quality management (2000)Measures to assess the impact…Identifying the information requirements to deliver quality service (1995)Identifying the information r…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Service quality gaps of business customers in the shipping industry (2008)Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry (2009)New applications for importance-performance analysis (IPA) in higher education (2017)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Perceived overall service quality and customer satisfaction (2018)SERVICE QUALITY ANALYSIS OF PRIVATE UNIVERSITIES LIBRARIES IN MALAYSIA IN THE ERA OF TRANSFORMATIVE MARKETING (2019)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)The Strategy of Conflict (1960)Systems Thinking, Systems Practice (1981)Strategic planning for information systems (1990)IT alignment in small firms (2002)Enterprise architecture, IT effectiveness and the mediating role of IT alignment in US hospitals (2011)Information systems strategy: Past, present, future? (2012)Service Quality: A Measure of Information Systems Effectiveness (1995)Project management: cost, time and quality, two best guesses and a phenomenon, its time to accept other success criteria (1999)Work System Theory: Overview of Core Concepts, Extensions, and Challenges for the Future (2013)Marketing in an Information-Intensive Environment: Strategic Implications of Knowledge as an Asset (1991)Continuous strategic alignment: Exploiting information technology capabilities for competitive success (1993)Discovering Potential and Realizing Value from Information Technology Investments (2000)Computers and Output Growth Revisited: How Big is the Puzzle? (1994)Information Technology As A Factor Of Production: The Role Of Differences Among Firms (1995)Conditioned emergence: a dissipative structures approach to transformation (1999)Customer satisfaction and its measurement in Islamic banking sector: a revisit and update (2018)A scale to measure sustainable campus services in higher education: “Sustainable Service Quality” (2019)What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia (2019)One size does not fit all: The case for tailoring print materials (1999)Value co-production: intellectual origins and implications for practice and research (1999)Approaches to mass customization: configurations and empirical validation (2000)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1990Delivering Quality Service1,326 cited
  • 1987Future Perfect687 cited
  • 1991Information Systems: A Management Perspective535 cited
  • 1988Information Economics: Linking Business Performance to Information Technology448 cited
  • 1991Services under siege--the restructuring imperative.352 cited
  • 1992Aligning information systems with business strategy234 cited

Cited by

  • 2015Service Quality Measurements: A Review134 cited
  • 2005Information technology center service quality110 cited
  • 2012A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective82 cited
  • 2003An initial assessment of the influence of IT on TQM: a multiple case study78 cited
  • 2012Understanding service quality75 cited
  • 2003The effect of information technologies on TQM: An initial analysis73 cited
  • 1995Identifying the information requirements to deliver quality service73 cited
  • 2008Perspectives of citizens towards e-government in Thailand and Indonesia: A multigroup analysis

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70 cited
  • 2000Measures to assess the impact of information technology on quality management66 cited
  • 2018Understanding service quality: insights from the literature62 cited
  • 2002Management’s perception of total quality service in the banking sector of a developing economy – a critical analysis61 cited
  • 2020Frontline employee empowerment: Scale development and validation using Confirmatory Composite Analysis56 cited
  • 2021Conceptualising value creation in data-driven services: The case of vehicle data55 cited
  • 2016Increasing customer loyalty and customer intimacy by improving the behavior of employees44 cited
  • 2013The competitive impact of information technology: can commodity IT contribute to competitive performance?33 cited
  • 2022Unethical use of information access and analytics in B2B service organisations: The dark side of behavioural loyalty32 cited