Gaps within the is Department: Barriers to Service Quality

Authors

Leyland Pitt
Pierre Berthon
Nikala Lane

Document Type

Research Article

Abstract

While the external measurement of service quality, and even the measurement of the expectations and perceptions of internal customers, is well established in the services literature, less attention has been given to the assessment of the ‘gaps’ which cause the customer discrepancy. This paper describes a study which ascertained internal gaps (‘1 through 4') in a large information systems department within a major consulting and accounting firm.

DOI

10.1177/026839629801300305

Recommended Citation

Pitt, Leyland; Berthon, Pierre; and Lane, Nikala (1998) "Gaps within the is Department: Barriers to Service Quality," Journal of Information Technology: Vol. 13: Iss. 3, Article 5.
DOI: 10.1177/026839629801300305
Available at: https://aisel.aisnet.org/jit/vol13/iss3/5