Closing the user and provider service quality gap

James J. Jiang, Gary Klein, Debbie B. Tesch, Houn-Gee Chen. Closing the user and provider service quality gap. Communications of the ACM, 46(2):72-76, 2003. [doi]

Authors

James J. Jiang

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Gary Klein

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Debbie B. Tesch

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Houn-Gee Chen

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