TY  - JOUR
AB  - Examines ways in which the information technology (IT) function can be
more responsive to its customers. Puts forward a seven‐step plan, with
the emphasis on action. The goal is to use IT to improve the two key
factors – service as perceived by the customer and cost effectiveness.
VL  - 4
IS  - 4
SN  - 0960-4529
DO  - 10.1108/09604529410085827
UR  - https://doi.org/10.1108/09604529410085827
AU  - Jackson David
AU  - Humble John
PY  - 1994
Y1  - 1994/01/01
TI  - Service Excellence – The Role of Information Technology
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 36
EP  - 40
Y2  - 2024/09/22
ER  -