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Extending the IT service quality measurement framework through a systematic literature review.

Marion LepmetsAileen Cater-SteelFrancis GacengaEric Ras
Published in: J. Serv. Sci. Res. (2012)
Keyphrases
  • literature review
  • service quality
  • data sets
  • case study
  • electronic commerce
  • user satisfaction
  • real time
  • information systems
  • database
  • customer satisfaction
  • call center
  • quality management
  • competitive environment