文章基本信息

标题：Towards an Informed Evaluation of Information Systems Services' Quality: The Development and Application of the Template Process
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作者：Mark NK Saunders ; Christine S Williams
期刊名称：Electronic Journal of Business Research Methods
印刷版ISSN：1477-7029
电子版ISSN：1477-7029
出版年度：2002
卷号：1
期号：1
页码：38-45
出版社：Academic Conferences International Limited
摘要：In this paper, we review literature on existing measures of service quality applicable to information systems services. We offer the Template Process as an alternative to more traditional methods, illustrating the process with findings from research into the quality of an IS service in a major UK Electronics company as perceived and expected by both service users and deliverers. We conclude with a discussion of the merits and shortcomings of the Template Process and suggestions for further research.
关键词：Service Quality; Information Systems; Template Process