REFERENCES
- Bitner , M. J. and Booms , B. 1990 . The service encounter: diagnosing favourable and unfavourable incidents. . The Journal of Marketing , 54 : 71 – 84 . H, & Tetreault, MS
- DeLone , W. and McLean , E. 1992 . Information systems success: The quest for the dependent variable. . Information Systems Research , 3 ( 1 ) : 60 – 95 . R(
- Fisk , R. P. , Brown , S. and Bitner , M. 1993 . Tracking the evolution of services marketing literature. . Journal of Retailing , 69 ( 1 ) : 61 – 103 . J.(
- Flanagan , J. C. 1954 . The Critical Incident Technique. . Psychological Bulletin , 51 ( July ) : 327 – 58 .
- Galloway , R. L. and White , G. 1989 . The internal information system function as a service operation. . International Journal of Operations, & Production Management , 9 : 19 – 27 .
- Hayes , B. E. 1992 . Measuring Customer satisfaction 7 – 13 . Milwaukee : ASQC Quarterly press .
- Kettinger , W. and Lee , L. C. 1994 . Perceived Service Quality and User Satisfaction with Information Services function. . Decision Sciences , 25 ( 5/6 ) : 737 – 766 .
- Kettinger , W. and Lee , L. C. 1995 . Exploring the “gap” model of information services Quality. . Information Resources Management Journal , Summer : 5 – 16 .
- Parasuraman , A. , Zeithaml , V. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research. . The Journal of Marketing , 49 : 41 – 50 .
- Parasuraman , A. , Zeithaml , V. and Berry , L. L. 1988 . SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. . Journal of Retailing , 64 ( 1 ) : 12 – 37 .
- Perreault , W. D. R. and Leigh , L. E. 1989 . Reliability of Nominal data based on Qualitative judgment. . Journal of Marketing Research , 26 ( May ) : 135 – 48 .
- Pitt , L. F. , Watson , R. and Kavan , E. 1995 . Service Quality: A measure of Information Systems Effectiveness . MIS Quarterly , Sept : 452 – 65 . B
- Rands , T. 1992 . Information Technology as a service operation. . Journal of Information Technology , 7 : 189 – 201 .
- Rands , T. 1993 . The potential importance of reliability in Managing It activities Research and Discussion papers Oxford Institute of Information Management . RPD93/12, unpublished
- Rand , T. and Cumberbatch , D. 1993 . Services quality as a measure of IT effectiveness. Research and Discussion papers Oxford Institute of Information Management . RPD93/2, unpublished
- Strauss , B. 1993 . “ Using the critical incident technique in measuring and managing service quality ” . In The Service Quality Handbook Edited by: Scheuing , B. and Christopher , W. 408 – 425 . New York : AMACOM .
- Tansuhaj , P. , Randall , D and McCullogh , J. 1991 . Applying the Internal Marketing concept within Large Organizations: as applied to a Credit Union. . Journal of Professional Services Marketing , 6 ( 2 ) : 193 – 202 .