Beruflich Dokumente
Kultur Dokumente
Services
“ Activity or benefit that one party can offer to another
that is essentially intangible and does not result in the
ownership of anything. Its production may or may not be
tied to a physical product. ”
Non-inventorability
Heterogeneity
Simultaneity
Staff – company employees and their capabilities i.e. how they are
developed, trained, and motivated.
HQ HQ
Country 1
Country 3
Web Server
Database Server
Application Server
This includes:
Research and work on intellectual property, equity and finance,
analytics, market research, clinical research and data management among
others
IT SERVQUAL
Developed by Kettinger and Lee in 1994
Focused on information service attributes
Consisted of 22 items
Service oriented IT Servqual
Modified to incorporate specific service dimension within IT
industry
18 important items