William J. Kettinger, Choong C. Lee. Zoning-in on information systems service quality: continuous refinement of the SERVQUAL measurement. In Janice I. DeGross, Kuldeep Kumar, editors, Proceedings of the Eighteenth International Conference on Information Systems, December 15-17, 1997, Atlanta, Georgia, USA. pages 197-204, Association for Information Systems, 1997. [doi]
Abstract is missing.