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Finding Service Gaps in the Age of e-Commerce
Parasuraman, A.Article ART-2384-EInformation Technologies, Service and Operations ManagementThirty years after developing the well-known SERVQUAL scale, the author revisits the original framework in light of the growing role of technology in service delivery. As more and more people turn to the Internet to purchase goods and services, he and his colleagues have recognized the need to adapt the SERVQUAL framework to the realities of the online experience; specifically, to measure the extent to which a website facilitates efficient and ef...Starting at €8.20
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The Data Advantage
IESE InsightArticle ART-2645-EInformation Technologies, Innovation and Change, Knowledge and Communication, StrategyFor managers, the plea is not for more data but for more intelligence. To help managers distinguish what's useful from the bulk of meaningless, irrelevant data, IESE Insight spoke with Leonard Fuld, CEO of Fuld+Company; Eduardo Olier, president of the Spanish branch of the Choiseul Institute, a Paris-based think tank; and the National Intelligence Center (CNI), Spain's equivalent of the CIA. These experts offer tips on using information to...Starting at €8.20