Document Type

Article

Publication Date

8-2005

Abstract

Service organizations are continuously endeavoring to improve their quality of service as it is of paramount importance to them. Despite the importance of understanding the relationship of service quality and information systems, this research has not been pursued extensively. This study has addressed this gap in the research literature and studied how information systems impacts service quality. A research model is developed based on IS success model. System quality, information quality, user IT characteristics, employee IT performance and technical support are identified as important elements that influence service quality. An in-depth case study from the electric utility industry is used to investigate the impact.

Comments

Pre-published version Final version information:

Bharati, P. and Berg, D. (2005), “Service Quality from the Other Side: Information Systems Management at Duquesne Light”, International Journal of Information Management, Vol. 25, No. 4, pp. 367­380: http://dx.doi.org/10.1016/j.ijinfomgt.2005.04.008.

Publisher

Elsevier Ltd.

Additional Files

Service_Quality_Case_IJIM_2005.pdf (533 kB)

Share

COinS
 
 

To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.