IT Service Climate: An Extension to IT Service Quality Research

• Published in: Journal 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
• Language: English
• 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

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...