Year: 2007
Type: article
Abstract: Previous research (Kettinger and Lee 1994;Pitt et al. 1995) has adapted the service quality construct and the SERVQUAL scale (Parasuraman et al. 1988(Parasuraman et al. , 1991(Parasuraman et al. , 1993) from the marketing literature, using it to gauge business users' expected and perceived levels of IT service quality.In this research, we look inside the IT function to identify variables that affect IT service quality.By focusing on IT professionals and the IT department, we hope to gain a deeper understanding of service quality and assist managers to pinpoint the causes of service shortfalls.This study offers a theory-based extension to IT service quality research.We look to the organizational psychology literature, with its stream of theory-based research on organizational climate to connect management practices with organizational outcomes through employees' shared cognition of their work environment (Campbell et al. 1970;Kopelman et al. 1990).Much of that literature has focused on one type of climate, i.e., service climate (or climate for service), which has been established as a predictor of the quality of service provided to customers (Schneider and Bowen 1985;Schneider et al. 1980;Schneider et al. 1996;Schneider et al. 1998).Building on these studies, we apply service climate theories to the IT context and introduce a new construct, IT service climate, which is defined as IT professionals' shared perceptions of the practices, procedures, and behaviors that are rewarded, supported, and expected in the IT function with regard to providing IT service to business customers.Schneider et al. (1998) developed a multidimensional scale of service climate (i.e., customer orientation, managerial practices, customer feedback, and a global measure) in studies of banking services.While these dimensions may also apply
Author: Ronnie Jia
Institution: Southern Illinois University Carbondale
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W138664911