Alignment of Perceptions in Information Technology Service Quality
Keyword(s):
The chapter explains the importance of taking the expectations of customers and service providers into account with regard to IT service quality management. To do this, the author uses the SERVPERF method, which identifies expectations regarding service performance from the point of view of both the customer and the provider. Based on an empirical study, the author demonstrates the importance of aligning IT staff with staff from the customer company as far as quality management is concerned.
2011 ◽
pp. 173-182
2015 ◽
Vol 760
◽
pp. 715-720
Keyword(s):
2018 ◽
Vol 19
(3_suppl)
◽
pp. S130-S150
◽
2014 ◽
Vol 9
(4)
◽
pp. 401-412
2016 ◽
Vol 7
(1)
◽
pp. 41