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System quality, information quality, user IS characteristics, employee IS performance and technical support are identified as important elements that influence service quality. A model interrelating these constructs is proposed. Data collected through a national survey of IS departments in electric utility firms was used to test the model using regression and path analysis methodology. The results suggest that system quality, information quality, user IS characteristics through their effects on employee IS performance influence service quality while technical support influences service quality directly. The results also suggest that employee IS performance contributes more to service quality as compared to technical support. Implications of this research for IS theory and practice are discussed.


Pre-published version. Final version information:

Bharati, P. and D. Berg (2003), “Managing Information Technology for Service Quality: A Study from the Other Side”, IT and People, Vol. 16, No. 2, pp. 183­202:




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