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Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) (2008)
Waikoloa, Big Island, Hawaii
Jan. 7, 2008 to Jan. 10, 2008
ISSN: 1530-1605
ISBN: 0-7695-3075-3
pp: 268
ABSTRACT
Customers form opinions about service quality based on their encounters with an organization. Increasingly, these encounters take place through a range of channels which are almost invariably mediated or supported by information technology. Consequently, delivered service quality relies on integrated internal information systems supported by an appropriate organizational culture.
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CITATION

"Minitrack Introduction," Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008)(HICSS), Waikoloa, Big Island, Hawaii, 2008, pp. 268.
doi:10.1109/HICSS.2008.301
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