Information Systems Service Quality: An Examination of User Expectations
This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the...
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| Veröffentlicht in: | American journal of business 2008-10, Vol.23 (2), p.37-42 |
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| container_end_page | 42 |
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| container_issue | 2 |
| container_start_page | 37 |
| container_title | American journal of business |
| container_volume | 23 |
| creator | Miller, Robert E. Brooks, Nita G. Jones, Thomas W. Winick, Lee |
| description | This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations, the results also indicate that expectations can differ due to age and gender. The paper discusses the implications of these results, along with ways that management can use this information to better influence user expectations. |
| doi_str_mv | 10.1108/19355181200800008 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 1935-519X |
| ispartof | American journal of business, 2008-10, Vol.23 (2), p.37-42 |
| issn | 1935-519X 1935-5181 1935-5181 |
| language | eng |
| recordid | cdi_crossref_primary_10_1108_19355181200800008 |
| source | Emerald Complete Journals; EBSCOhost Business Source Complete; Standard: Emerald eJournal Premier Collection |
| subjects | Consumers Customer services Expectations Field study Information systems Perceptions Quality of service Questionnaires Response rates Service quality Studies User expectations User training Users |
| title | Information Systems Service Quality: An Examination of User Expectations |
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