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]
@article{JiangKTC03,
title = {Closing the user and provider service quality gap},
author = {James J. Jiang and Gary Klein and Debbie B. Tesch and Houn-Gee Chen},
year = {2003},
doi = {10.1145/606272.606276},
url = {http://doi.acm.org/10.1145/606272.606276},
researchr = {https://researchr.org/publication/JiangKTC03},
cites = {0},
citedby = {0},
journal = {Communications of the ACM},
volume = {46},
number = {2},
pages = {72-76},
}