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A model of customer satisfaction with information technology service providers: an empirical study
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Source Special Interest Group on Computer Personnel Research Annual Conference archive
Proceedings of the 1999 ACM SIGCPR conference on Computer personnel research table of contents
New Orleans, Louisiana, United States
Pages: 190 - 193  
Year of Publication: 1999
ISBN:1-58113-063-5
Authors
Amit Das  Nanyang Business School, Nanyang Technological University, Nanyang Avenue Singapore 639798
Christina Wai Lin Soh  Nanyang Business School, Nanyang Technological University, Nanyang Avenue Singapore 639798
Patrick Chang Boon Lee  Nanyang Business School, Nanyang Technological University, Nanyang Avenue Singapore 639798
Sponsor
SIGCPR: ACM Special Interest Group on Computer Personnel Research
Publisher
ACM  New York, NY, USA
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REFERENCES

Note: OCR errors may be found in this Reference List extracted from the full text article. ACM has opted to expose the complete List rather than only correct and linked references.

 
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Rucci, A. J., Kirn, S. P., and Quinn, R. T. The Employee- Customer-Profit Chain at Sears, Harvard Business Review, (January-February 1998), 83-97.
 
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Schneider, B. and Bowen, D.E. The Service Organization: Human Resources Management Is Crucial, Organizational Dynamics, 21, (1993), 39-52.
 
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Whyte, G., Bytheway, A. and Edwards, C. Understanding User Perceptions of Information Systems Success, Journal of Strategic information Systems, 6, (1997), 35-68.
 
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Uhlrich, D., Halbrook, R., Meder, D., Stuchlik, M., and Thorpe, S. Employee and Customer Attachment: Synergies for Competitive Advantage, Human Resource Planning 14, (1991), 89-103.
 
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Zeithaml, V. A., Parasuraman, A., and Berry, L. L. Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, 1990.

Collaborative Colleagues:
Amit Das: colleagues
Christina Wai Lin Soh: colleagues
Patrick Chang Boon Lee: colleagues