Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies.
Richard T. WatsonLeyland F. PittC. Bruce KavanPublished in: MIS Q. (1998)
Keyphrases
- service quality
- information systems
- case study
- lessons learned
- customer satisfaction
- information quality
- user satisfaction
- service providers
- electronic commerce
- online shopping
- knowledge management
- real world
- competitive environment
- call center
- competitive advantage
- information technology
- technology acceptance
- data warehouse
- job satisfaction
- customer loyalty
- incident management
- quality of service
- response time
- literature review
- query processing
- database