Model conditions for asymptotic robustness in the analysis of linear relations
Computational Statistics & Data Analysis
User acceptance of wireless short messaging services: Deconstructing perceived value
Information and Management
Journal of Management Information Systems
Understanding the consequences of information systems service quality on IS service reuse
Information and Management
Expert Systems with Applications: An International Journal
Journal of Information Science
Organizational impact of system quality, information quality, and service quality
The Journal of Strategic Information Systems
Editor's comments: perspectives on time
MIS Quarterly
An assessment of information systems service quality using SERVQUAL+
ACM SIGMIS Database
Journal of Management Information Systems
An empirical investigation of factors affecting ubiquitous computing use and U-business value
International Journal of Information Management: The Journal for Information Professionals
Information Systems Service Quality, Zone of Tolerance, and User Satisfaction
Journal of Organizational and End User Computing
A New Open Door: The Smartphone's Impact on Work-to-Life Conflict, Stress, and Resistance
International Journal of Electronic Commerce
Journal of Management Information Systems
IT service climate, antecedents and IT service quality outcomes: Some initial evidence
The Journal of Strategic Information Systems
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The expectation norm of Information Systems SERVQUAL has been challenged on both conceptual and empirical grounds, drawing into question the instrument's practical value. To address the criticism that the original IS SERVQUAL's expectation measure is ambiguous, we test a new set of scales that posits that service expectations exist at two levels that IS customers use as a basis to assess IS service quality: (1) desired service: the level of IS service desired, and (2) adequate service: the minimum level of IS service customers are willing to accept. Defining these two levels is a "zone of tolerance" (ZOT) that represents the range of IS service performance a customer would consider satisfactory. In other words, IS customer service expectations are characterized by a range of levels, rather than a single expectation point. This research note adapts the ZOT and the generic operational definition from marketing to the IS field, assessing its psychometric properties. Our findings conclude that the instrument shows validity of a four-dimension IS ZOT SERVQUAL measure for desired, adequate, and perceived service quality levels, identifying 18 commonly applicable question items. This measure addresses past criticism while offering a practical diagnostic tool.