Group 6 – Service Quality

Group leader: Christina Keller
Participants: P. Vassilakovpolov, Ilkka Haukijärvi

Author Title
Ari Helin The state of the art: The impact of service quality to behavioral intentions
Jussi Nykänen Synthesis of Consumer Switching Behavior Literature: A Proposal for a Comprehensive Framework
Hans Allmér E-servicescape is plausible
Jessica Andersson, Sofia Larsson, Morgan Ericsson and Anna Wingkvist Quality of Demand-Driven Documentation
Linda Frygell Strategizing IT Governance – a CIO perspective