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→IS articles that use the theory
Carr,Christopher L., “A Psychometric Evaluation of the Expectations, Perceptions, and Difference-Scores Generated by the IS-Adapted SERVQUAL Instrument", Decision Sciences, 2002, 33, 2, 281-296.
Carr,Christopher L., “A Psychometric Evaluation of the Expectations, Perceptions, and Difference-Scores Generated by the IS-Adapted SERVQUAL Instrument", Decision Sciences, 2002, 33, 2, 281-296.
Devaraj,Sarv;Fan,Ming;Kohli,Rejiv, “Antecedents of B2C channel satisfaction and preference: Validation e-Commerce metrics", Information Systems Research, 2002, 13, 3, 316-333.
Devaraj,Sarv;Fan,Ming;Kohli,Rejiv, “[http://inn.colorado.edu/Details/Paper/6798 Antecedents of B2C channel satisfaction and preference: Validation e-Commerce metrics]", Information Systems Research, 2002, 13, 3, 316-333.
Gounaris,Spiros;Dimitriadis,Sergios, “Assessing service quality on the Web: evidence from business-to-consumer portals”, Journal of Services Marketing, 2003, 17, 5, 529-548.
Gounaris,Spiros;Dimitriadis,Sergios, “Assessing service quality on the Web: evidence from business-to-consumer portals”, Journal of Services Marketing, 2003, 17, 5, 529-548.
Grover,Varun;Cheon,Myun Joong;Teng,James T. C., “The effect of service quality and partnership on the outsourcing of information systems functions”, Journal of Management Information Systems, 1996, 12, 4, 89-116.
Grover,Varun;Cheon,Myun Joong;Teng,James T. C., “[http://inn.colorado.edu/Details/Paper/8157 The effect of service quality and partnership on the outsourcing of information systems functions]”, Journal of Management Information Systems, 1996, 12, 4, 89-116.
Jiang,James J.;Klein,Gary;Carr,Christopher L., “Measuring Information System Service Quality: Servqual from the Other Side”, MIS Quarterly, 2002, 26, 2, 145-166.
Jiang,James J.;Klein,Gary;Carr,Christopher L., “[http://inn.colorado.edu/Details/Paper/131 Measuring Information System Service Quality: Servqual from the Other Side]”, MIS Quarterly, 2002, 26, 2, 145-166.
Jiang,James J.;Klein,Gary;Crampton,Suzanne M., “A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement”, Decision Sciences, 2000, 31, 3, 725-744.
Jiang,James J.;Klein,Gary;Crampton,Suzanne M., “A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement”, Decision Sciences, 2000, 31, 3, 725-744.
Kettinger,William J.;Lee,Choong C., “Replication of Measures in Information Systems Research: The Case of IS SERVQUAL”, Decision Sciences, 1999, 30, 3, 893-899.
Kettinger,William J.;Lee,Choong C., “Replication of Measures in Information Systems Research: The Case of IS SERVQUAL”, Decision Sciences, 1999, 30, 3, 893-899.
Kettinger,William J.;Lee,Choong C., “Pragmatic perspectives on the measurement of information systems service quality”, MIS Quarterly, 1997, 21, 2, 223-240.
Kettinger,William J.;Lee,Choong C., “[http://inn.colorado.edu/Details/Paper/143 Pragmatic perspectives on the measurement of information systems service quality]”, MIS Quarterly, 1997, 21, 2, 223-240.
Kettinger,William J.;Lee,Choong C., “Perceived Service Quality and User Satisfaction with the Information Services Function”, Decision Sciences, 1994, 25, 5/6, 737-766.
Kettinger,William J.;Lee,Choong C., “Perceived Service Quality and User Satisfaction with the Information Services Function”, Decision Sciences, 1994, 25, 5/6, 737-766.
Pitt,Leyland F.;Watson,Richard T.;Kavan,C. Bruce, “Measuring information systems service quality: Concerns for a complete canvas”, MIS Quarterly, 1997, 21, 2, 209-221.
Pitt,Leyland F.;Watson,Richard T.;Kavan,C. Bruce, “Measuring information systems service quality: Concerns for a complete canvas”, MIS Quarterly, 1997, 21, 2, 209-221.
Pitt,Leyland F.;Watson,Richard T.;Kavan,C. Bruce, “Service quality: A measure of information systems effectiveness”, MIS Quarterly, 1995, 19, 2, 173-187.
Pitt,Leyland F.;Watson,Richard T.;Kavan,C. Bruce, “[http://inn.colorado.edu/Details/Paper/153 Service quality: A measure of information systems effectiveness]”, MIS Quarterly, 1995, 19, 2, 173-187.
van Dyke,Thomas P.;Kappelman,Leon A.;Prybutok,Victor R., “Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire”, MIS Quarterly, 1997, 21, 2, 195-208.
van Dyke,Thomas P.;Kappelman,Leon A.;Prybutok,Victor R., “Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire”, MIS Quarterly, 1997, 21, 2, 195-208.
van Iwaarden,Jos;van der Wiele,Ton;Ball,Leslie;Millen,Robert, “Applying SERVQUAL to Web sites: an exploratory study”, International Journal of Quality & Reliability Management, 2003, 20, 8, 919-935.
van Iwaarden,Jos;van der Wiele,Ton;Ball,Leslie;Millen,Robert, “Applying SERVQUAL to Web sites: an exploratory study”, International Journal of Quality & Reliability Management, 2003, 20, 8, 919-935.
Watson,Richard T.;Pitt,Leyland F.;Kavan,C. Bruce, “Measuring Information Systems Service Quality: Lessons from Two Longitudinal Case Studies”, MIS Quarterly, 1998, 22, 1, 61-79.
Watson,Richard T.;Pitt,Leyland F.;Kavan,C. Bruce, “[http://inn.colorado.edu/Details/Paper/12071 Measuring Information Systems Service Quality: Lessons from Two Longitudinal Case Studies]”, MIS Quarterly, 1998, 22, 1, 61-79.
Yoon,Sungchul;Suh,Hyunsuk, “Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool”, Information Systems Frontiers, 2004, 6, 4, 341-351.
Yoon,Sungchul;Suh,Hyunsuk, “Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool”, Information Systems Frontiers, 2004, 6, 4, 341-351.
== Links from this theory to other theories ==
== Links from this theory to other theories ==
[[Expectation confirmation theory]]
[[Expectation confirmation theory]]