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Closing the user and provider service quality gap
3 references·4 citing·31 second hop
Closing the user and provider service quality gap (2003)Closing the user and provider service qua…User evaluation of information systems: by system typology (1999)User evaluation of informatio…Partnering on construction projects: a study of the relationship between partnering activities and project success (1997)Partnering on construction pr…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Understanding the normative expectations of customers toward Buddhism-themed hotels (2015)Understanding the normative e…Improving the efficiency of IT help-desk service by Six Sigma management methodology (DMAIC) – a case study of C company (2011)Improving the efficiency of I…Servitized Enterprises for Distributed Collaborative Commerce (2010)Servitized Enterprises for Di…Evaluating the quality of delivered systems: a framework and instrument (2006)Evaluating the quality of del…An Experimental Application of the DELPHI Method to the Use of Experts (1963)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Research guidelines for the Delphi survey technique (2000)Managing group flow experiences in escape rooms (2018)Guests’ stereotyping and quality evaluations of service delivered by employees with disabilities: does service failure matter? (2020)What do foot pilgrims appreciate? Symmetric and asymmetric effects of pilgrim hostel attributes on satisfaction along the Camino de Santiago (2025)Building Theories from Case Study Research (1989)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Enhancing manufacturing excellence with Lean Six Sigma and zero defects based on Industry 4.0 (2023)The Mechanisms Of Governance (1996)Strategy and the Internet. (2001)Understanding the process of economic change (2005)An Empirical Investigation on Credit Card Adoption in India (2013)Social Value: A Service Science Perspective (2014)Information Systems Success: The Quest for the Dependent Variable (1992)Measuring Service Quality: A Reexamination and Extension (1992)A hybrid GA-ant colony approach for exploring the relationship between IT and firm performance (2009)The effects of performance-monitoring technology on privacy and job autonomy (2015)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Performance ratings and importance of performance measures for IS staff: the different perceptions of IS users and IS staff (2000)Discrepancies between desired and perceived measures of performance of IS professionals: Views of the IS professionals themselves and the users (2007)Modelling electronic customer relationship management success: functional and temporal considerations (2009)Critical Success Factors for Construction Projects (1992)Developmental Processes of Cooperative Interorganizational Relationships (1994)Effective partnering tools in construction: a case study on MTRC TKE contract 604 in Hong Kong (2003)Exploring Critical Success Factors for Partnering in Construction Projects (2004)Deconstructing partnering in project-based organisation: Seven pillars, seven paradoxes and seven deadly sins (2007)Toward a unified theory of project governance: economic, sociological and psychological supports for relational contracting (2012)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)
this work references cited by second hop

References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1997Partnering on construction projects: a study of the relationship between partnering activities and project success181 cited
  • 1999User evaluation of information systems: by system typology58 cited

Cited by

  • 2011Improving the efficiency of IT help-desk service by Six Sigma management methodology (DMAIC) – a case study of C company35 cited
  • 2015Understanding the normative expectations of customers toward Buddhism-themed hotels32 cited
  • 2010Servitized Enterprises for Distributed Collaborative Commerce17 cited
  • 2006Evaluating the quality of delivered systems: a framework and instrument14 cited

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