A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
PD and joint application design: a transatlantic comparison
Communications of the ACM - Special issue Participatory Design
Explaining the role of user participation in information system use
Management Science
Management Science - Special issue on the performance of financial Institutions
User Centered System Design; New Perspectives on Human-Computer Interaction
User Centered System Design; New Perspectives on Human-Computer Interaction
Information Systems Research
Reciprocity: the golden rule of IS-user service relationship quality and cooperation
Communications of the ACM - Hacking and innovation
The effect of service quality and partnership on the outsourcing of information systems functions
Journal of Management Information Systems
Journal of Management Information Systems
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
The Role of User Participation in Information Systems Development: Implications from a Meta-Analysis
Journal of Management Information Systems
MIS Quarterly
Connecting IT Services Operations to Services Marketing Practices
Journal of Management Information Systems
Information Systems Research
Hi-index | 0.00 |
Existing research has long considered service quality as a primary determinant of user satisfaction with information technology (IT) service delivery. In response to the knowledge-intensive and collaborative nature of IT service delivery in the contemporary business context, we advance the theoretical understanding of user satisfaction by re-conceptualizing IT service delivery as a bilateral, relational process between the IT staff and users. Based on this reconceptualization, we draw on social capital theory to examine the antecedents of user satisfaction with IT service delivery. Specifically, we posit that two major dimensions of social capital, i.e., cognitive capital and relational capital, not only positively affect user satisfaction but also strengthen the established relationship between service quality and user satisfaction. Furthermore, we propose that the effect of the other dimension of social capital---structural capital---on user satisfaction is fully mediated through cognitive capital and relational capital. A field study of 159 users in four financial companies provides general empirical support for our hypotheses. Theoretical and practical implications of these findings are discussed.