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IT Service and Users' Expectations: A Balancing Act

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Title:IT Service and Users' Expectations: A Balancing Act (ID: ERM0139)
Author(s):John Bucher (Kansas State University)
Topics:Customer Service, User Expectations
Origin:EDUCAUSE Review Articles (2001)
Type:Articles, Papers, and Reports
Abstract:The author discusses the difficulty of meeting user expectations of customer service while feeling the constraints of tight budgets and limited IT staff.
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http://www.educause.edu/ir/library/pdf/ERM0139.pdf
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