Work

Closing the user and provider service quality gap

Year: 2003

Type: article

Abstract: A method for measuring service quality that includes both the user and IS service provider perspectives.

Source: Communications of the ACM

DOI: 10.1145/606272.606276

Authors: James J. Jiang, Gary Klein, Debbie Tesch, Hong-Gee Chen

Institutions: University of Central Florida, University of Colorado Colorado Springs, Xavier University, National Tsing Hua University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2021377264

FWCI: 5.008

Cites: 6

Cited by: 41

Related to: 10