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Closing the user and provider service quality gap · Study

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ArticleClosing the user and provider service quality gap

James J. Jiang2003

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Articlegreen2003

Closing the user and provider service quality gap

James J. Jiang · Gary L. Klein · Debbie Tesch · Hong-Gee Chen

41 citations·0/0 files stored·Communications of the ACM

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Information Technology Governance and Strategy

Abstract

A method for measuring service quality that includes both the user and IS service provider perspectives.

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References

1990Delivering quality service: balancing customer perceptions and expectations 1997Partnering on construction projects: a study of the relationship between partnering activities and project success 1999User evaluation of information systems: by system typology

Cited by

2011Improving the efficiency of IT help-desk service by Six Sigma management methodology (DMAIC) – a case study of C company 2015Understanding the normative expectations of customers toward Buddhism-themed hotels 2010Servitized Enterprises for Distributed Collaborative Commerce 2006Evaluating the quality of delivered systems: a framework and instrument

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Details

Year2003

Typearticle

Published2003-02-01

VenueCommunications of the ACM

ISSN-L0001-0782

Languageen

Citations41

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1145/606272.606276

openalex_workW2021377264

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