IT Service ClimateAn Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

被引：13
|
作者：
Jia, Ronnie [1 ]
Reich, Blaize Horner [2 ]
机构：
[1] So Illinois Univ, Carbondale, IL 62901 USA
[2] Simon Fraser Univ, Vancouver, BC, Canada
来源：
INFORMATION SYSTEMS MANAGEMENT | 2011年 / 28卷 / 02期
关键词：
climate; service climate; IT service climate; service quality; SERVQUAL; user satisfaction; CUSTOMER PERCEPTIONS; INFORMATION; EMPLOYEE; OBJECTIVES; EXTENSION; ALIGNMENT; BUSINESS; DESIGN; BANKS; MODEL;
D O I：
10.1080/10580530.2011.562401
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing a concept IT Service Climateand a validated ten-item instrument that significantly explained client ratings of IT service quality. We recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.
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页码：174 / 179
页数：6
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