@inproceedings{conf/icis/KettingerL97,
title = {"Zoning-in" on information systems service quality: continuous refinement of the SERVQUAL measurement.},
author = {William J. Kettinger and Choong C. Lee},
booktitle = {ICIS},
crossref = {conf/icis/1997},
editor = {Janice I. DeGross and Kuldeep Kumar},
pages = {197-204},
publisher = {Association for Information Systems},
url = {http://dblp.uni-trier.de/db/conf/icis/icis1997.html#KettingerL97},
year = {1997},
description = {dblp},
ee = {http://doi.acm.org/10.1145/353071.353120}, date = {2006-02-13},
keywords = {dblp }
}
::