Document (#17655)

Author

Philip, G.
Hazlett, S.-A.

Title

Service quality of industrial information services

Imprint

London : British Library

Year

1996

Pages

118 S

Series

British Library research and innovation report; 32

Abstract

Reports on an empirical investigation to measure the quality of the information services that are available to the commercial and industrial sectors in Northern Ireland. Examines the quality management practices of the business information providers and evaluates the quality of information and support as perceived by the business community. Develops and tests a new general survey instrument (P-C-P), as an alternative to SERVQUAL, that hat the ability to measure the quality gap that exists between the customers' expectations of these information services and their perceptions of the actual service that is received

Theme

Information Resources Management

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