A short case study which discusses the development of a quality assurance system to ISO 9002 standards of an Internet service provider and the issues in so doing. Reviews benefits and barriers. Concludes with a review of lessons learned.
Oliver, C. (1998), "Quality assuring an Internet‐based service", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 85-87. https://doi.org/10.1108/09604529810206864Download as .RIS
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