Answers are grounded in this paper and cite their sources.
This article details the development and validation of ISS-QUAL, a measure of service quality for the Information Systems function. The ISS-QUAL measure is based on a theoretical model which operationalizes service quality as the comparison of expectations and perceptions across three factors: service delivery, service product, and service environment. The article concludes by reporting the results of a comparison between ISS-QUAL and SERVQUAL, in which ISS-QUAL is shown to have greater explanatory power.
No takes yet. Share an insight, caveat, or question.
Miller et al. (2013) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: