"Zoning-in" on information systems service quality: continuous refinement of the SERVQUAL measurement.
William J. KettingerChoong C. LeePublished in: ICIS (1997)
Keyphrases
- service quality
- information systems
- user satisfaction
- customer satisfaction
- information quality
- service providers
- electronic commerce
- quality of service
- competitive advantage
- information technology
- technology acceptance
- online shopping
- job satisfaction
- incident management
- call center
- real time
- knowledge management
- competitive environment
- user interface
- case study