Title: Gaps within the IS department: barriers to service quality
Abstract: While the external measurement of service quality, and even the measurement of the expectations and perceptions of internal customers, is well established in the services literature, less attention has been given to the assessment of the 'gaps' which cause the customer discrepancy. This paper describes a study which ascertained internal gaps ('1 through 4') in a large information systems department within a major consulting and accounting firm.
Publication Year: 1998
Publication Date: 1998-09-01
Language: en
Type: article
Indexed In: ['crossref']
Access and Citation
Cited By Count: 28
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