Relationship quality: the undervalued dimension of software quality

Authors:
Bruce Russell;Sangit Chatterjee
Affiliations:
Northeastern University, Boston MA;Northeastern University, Boston MA
Venue:
Communications of the ACM - Program compaction
Year:
2003

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Abstract

Software service firms that want to win more business, generate referrals, and ensure timely payment of their bills manage the quality of their client relationships, not just of the systems they develop.