Closing the user and provider service quality gap

Communications of the ACM

Volumn 46, Issue 2, 2003, Pages 72-76

  Jiang, James J ^a   Klein, Gary ^b   Tesch, Debbie ^c   Chen, Hong Gee ^d  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

^b UNIVERSITY OF COLORADO   (United States)

^c XAVIER UNIVERSITY   (United States)

^d NATIONAL TSING HUA UNIVERSITY   (Taiwan)

Author keywords

[No Author keywords available]

Indexed keywords

INFORMATION SYSTEMS; PERFORMANCE GAP; SATISFACTION GAP; SERVQUAL;

COMPETITIVE INTELLIGENCE; CUSTOMER SATISFACTION; ELECTRONIC MAIL; INDUSTRIAL RESEARCH; INFORMATION ANALYSIS; PERSONNEL; PROBLEM SOLVING; QUALITY ASSURANCE; RELIABILITY; SENSORY PERCEPTION; SOCIETIES AND INSTITUTIONS;

QUALITY OF SERVICE;

EID: 0142180653     PISSN: 00010782     EISSN: None     Source Type: Journal    
DOI: 10.1145/606272.606276     Document Type: Review

References (7)

1. Ferguson, J.M. and Zawacki, R.A. Service quality: A critical success factor for IS organizations. Information Strategy 9, 2 (Winter 1993).
2. Jiang, J. and Klein, G. User evaluation of information systems: By system typology. IEEE Transactions of Systems, Men, and Cybernetics 29, 1 (1999), 111-116.
3. Kettinger, W.J. and Lee, C.C. Replication of measures in information systems research: The case of IS SERVQUAL. Decision Sciences 30, 3 (Summer 1999), 893-899.
4. Klein, G. and Jiang, J. Seeking consonance in information systems. Journal of Systems and Software 56 (2001), 195-202.
5. Larson, E.W. Partnering on construction projects: A study of the relationship between partnering activities and project success. IEEE Transactions on Engineering Management 44, 2 (1997), 188-195.
6. Pitt, L., Berthon, P., and Lane, N. Gaps within the IS department; barriers to service quality. Journal of Information Technology 13, 3 (Sept. 1998), 191-200.
7. Zeithaml, V.A., Parasuraman, A., and Berry, L.L. Delivering Quality Service Balancing Customer Perceptions and Expectations. The Free Press, NY, 1990.