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Understanding stakeholder expectations in higher education
(CONF-IRM, 2017)
Higher education invests heavily in information technology and information systems, with variable outcomes. Organisations in other sectors, such as engineering, the defence industry, public administration and business, ...
The V-model of service quality: An African case study
(Emerald Group Publishing Limited, 2017)
This paper aims to introduce and demonstrate a new model for service quality that separates out the measurement of service quality in ways grounded in psychological theory and methodological symmetry.A review of experience ...