Roses, Luís Kalb; Hoppen, Norberto; Henrique, Jorge Luiz - In: Journal of Business Research 62 (2009) 9, pp. 876-882
The present study evaluates the perception gaps of service quality between information technology (IT) service providers and their clients. IT services require high investments, which make analyzing its effectiveness increasingly important. To do this analysis, this study uses the instrument...