@article{9755eb70e2a944d4abd752061b9cf9c4,
title = "The Relationship Between Information Technology and Service Quality in the Dual‐Direction Supply Chain",
keywords = "Supply-chain management, customer service, service qulaity, channel relationships",
author = "Zsidisin, {George A.} and Minjoon Jun and Adams, {Laural L.}",
note = "Providing high levels of service quality to customers has become a necessity for companies to remain competitive in the marketplace. This paper reports the findings from a case study of a language school agency. As a {"}communication channel intermediary{"}, the case study firm provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain.",
year = "2000",
month = oct,
day = "1",
doi = "10.1108/09564230010355359",
language = "American English",
volume = "11",
journal = "International Journal of Service Industry Management",
}