Philip, G.; Hazlett, S.-A.: Service quality of industrial information services (1996)
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- Abstract
- Reports on an empirical investigation to measure the quality of the information services that are available to the commercial and industrial sectors in Northern Ireland. Examines the quality management practices of the business information providers and evaluates the quality of information and support as perceived by the business community. Develops and tests a new general survey instrument (P-C-P), as an alternative to SERVQUAL, that hat the ability to measure the quality gap that exists between the customers' expectations of these information services and their perceptions of the actual service that is received
