Closing the user and provider service quality gap.
James J. JiangGary KleinDebbie B. TeschHoun-Gee ChenPublished in: Commun. ACM (2003)
Keyphrases
- service quality
- user satisfaction
- service providers
- customer satisfaction
- end users
- web services
- information systems
- electronic commerce
- quality of service
- user interaction
- user interface
- user preferences
- morphological operators
- user centric
- online shopping
- information quality
- competitive environment
- database
- relevance feedback
- website
- call center
- perceived usefulness
- job satisfaction