Abstract: The aim of this research work is the study of quality information systems in services companies. The first part of the report describes the many definitions of service quality and ways to measure it. Based upon these approaches, the second part suggests a framework designed to ensure quality measurement and quality management. The questions and hypotheses formulated at the outlet of the research follow the description of the framework. The third part of the report presents previous research works describing quality information systems in service companies. Finally, the last part of the report describes the results of a field study completed in five French service companies.
63 pages, March 15, 1998
Full text files
Questions (including download problems) about the papers in this series should be directed to Antoine Haldemann ()
Report other problems with accessing this service to Sune Karlsson ().
This page generated on 2018-02-22 16:52:53.