Gaps within the IS department: barriers to service quality

作者：LEYLAND F. PITT, Pierre R. Berthon, Nikala Lane · 发表于：Journal of Information Technology · 年份：1998 · DOI：10.1080/026839698344837 · 被引用次数：28 · 研究领域：Customer Service Quality and Loyalty、Technology Adoption and User Behaviour、Service and Product Innovation

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.