Document (#8021)

Author

Berkley, B.J.
Gupta, A.

Title

Improving service quality with information technology

Source

International journal of information management. 14(1994) no.2, S.109-121

Year

1994

Abstract

Describes how information technology can be used to improve service quality. A model is developed from case study data that maps key service quality dimensions to the required information technologies. The model allows managers to determine the information technology most appropriate for improving service quality. The model also allows managers to identify the commonly used information technologies in their industry. Additional case studies are used to describe how information technology can be used in quality control to collect customer data, monito operations and facilitate service recoveries. Finally, a framework is presented for aligning service and information strategies

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