Perceived service quality discrepancies between telecommunication service provider and customer

被引：7

作者：

Chen, Lin-Kung ^{[1
]}

Yang, Wei-Ning ^{[1
]}

机构：

[1] Natl Taiwan Univ Sci & Technol, Dept Informat Management, Hsinchu, Taiwan

来源：

COMPUTER STANDARDS & INTERFACES | 2015年 / 41卷

关键词：

Telecommunication service; Perception discrepancy; Service quality; IT construct; Organization characteristics; INFORMATION-SYSTEMS SUCCESS; FIRM PERFORMANCE; INITIAL TRUST; TECHNOLOGY; DETERMINANTS; MOBILE; REASSESSMENT; PRODUCTIVITY; DYNAMICS; BUSINESS;

D O I：

10.1016/j.csi.2015.02.012

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

0812 ;

摘要：

The efficiency of telecommunication services (TS) has increased their popularity. However, objectively evaluating the quality and the potential of TS is difficult for the TS provider because its milieu differs from that of the customer. This obstructs the progression of TS development and usage. This study therefore provides a model for measuring the presence, magnitude, and form of the perception discrepancy regarding TS. This model can help the TS provider and the customer gauge the pros and cons of investment in TS and shape corresponding strategies by linking the developed model, short/long-term TS strategies, and business activities related to TS. (C) 2015 Elsevier B.V. All rights reserved.

引用

页码：85 / 97

页数：13

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