Government Information Quarterly · 2010 · 36 citations · 11 references
Public AffairsInformation SystemsPublic AdministrationDigital GovernmentE-governmentPublic Service DeliveryBenchmarkingE-government PolicyGovernment Information SystemsInteroperability In Government SystemsProductivity BenchmarkingService Delivery PerformanceBenchmark DatasetsBenchmarking MetricsContextual BenchmarkingPublic Service BenchmarkingService Benchmarking
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A. Parasuraman, Valarie A. Zeithaml, Arvind Malhotra · Journal of Service Research · 2004 · 3.8K citations
Business, Information Systems, Management Information Systems +15