Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality.
William J. KettingerChoong C. LeePublished in: MIS Q. (2005)
Keyphrases
- service quality
- information systems
- customer satisfaction
- information quality
- user satisfaction
- service providers
- quality of service
- information technology
- electronic commerce
- competitive advantage
- competitive environment
- online shopping
- call center
- technology acceptance
- job satisfaction
- incident management
- social interaction
- response time
- data analysis
- decision making