...Yonggui Wang; Hing‐Po Lo It is well known that service quality, customer satisfaction and customer value are becoming the most important factors of business success for either manufacturers or service providers. However, many different conclusions have been reached and related studies are rather...

... below. © MCB UP Limited 2002 Internet Service quality Service levels Contracts The Internet has evolved from a publicly funded, narrowband, research network into a market‐driven, broadband, commercial network. Convergence, deregulation, e‐commerce, and the Web have spurred...