IT Service Climate: An Extension to IT Service Quality Research

IT departments are service providers to business users, and service quality has been proposed as one measure of IT effectiveness. Previous research has adapted the SERVQUAL scale from service marketing literature, using it to gauge business users' expected and perceived levels of IT service qua...

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Bibliographic Details
Published inJournal of the Association for Information Systems Vol. 9; no. 5; pp. 294 - 321
Main Authors Jia, Ronnie, Reich, Blaize, Pearson, J. Michael
Format Journal Article
LanguageEnglish
Published Atlanta Association for Information Systems 01.05.2008
Subjects
Customer services
Employees
Information systems
Information technology
Marketing
Operations management
Quality of service
Retail banking
Studies
User interface
Variables
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Summary:IT departments are service providers to business users, and service quality has been proposed as one measure of IT effectiveness. Previous research has adapted the SERVQUAL scale from service marketing literature, using it to gauge business users' expected and perceived levels of IT service quality. In this research, we investigate the other side of the IT-user relationship and look inside the IT function to identify variables that could affect IT service quality. Building on research into climate from the organizational psychology literature, we propose a new construct, IT Service Climate, and a theoretical model that links IT Service Climate with antecedents and service quality. A series of propositions are derived from the model to guide future empirical research, and other potential applications of the climate construct in IT research are discussed. By focusing on the IT department's impact on service quality, we hope to assist managers to pinpoint the causes of service shortfalls. [PUBLICATION ABSTRACT]
ISSN:1536-9323
1536-9323
DOI:10.17705/1jais.00159