End-user computing: are you a leader or a laggard
Sloan Management Review
Make information services pay its way
Harvard Business Review
Modeling coordination in organizations and markets
Management Science
A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
The measurement of end-user computing satisfaction
MIS Quarterly
What is being done to measure user satisfaction with EDF/MIS
Information and Management
Empowerment: key to IS world-class quality
MIS Quarterly
Organization support systems: bridging business and decision processes
Journal of Management Information Systems
Determinants of information technology outsourcing: a cross-sectional analysis
Journal of Management Information Systems
Power, politics, and MIS implementation
Communications of the ACM
The measurement of user information satisfaction
Communications of the ACM
Information systems and organizational change
Communications of the ACM
Corporate Information Systems Management: The Issues Facing Senior Executives
Corporate Information Systems Management: The Issues Facing Senior Executives
Information systems management issues for the 1990s
MIS Quarterly
End users as application developers
MIS Quarterly
An exploratory study into factors of service quality for application service providers
Information and Management
An exploratory study into factors of service quality for application service providers
Information and Management
The effects of mobile service quality and technology compatibility on users' perceived playfulness
HCI'07 Proceedings of the 12th international conference on Human-computer interaction: applications and services
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Due to the growth of end-user computing, information technology IT decentralization and alternative sources of supply, the information systems IS function now serves customers that possess substantial discretion in their use and purchase of IS services. To continue to effectively deliver systems and services that IS customers perceive valuable, IS management must become expert in determining and assessing IS customers' expectations and perceptions. One important source of guidance in such a market-driven environment is to look to the service marketing and operations literature for frameworks that may permit IS to more effectively determine and convey customer value of IS services and IT. This paper outlines IS service quality improvement as a means to cope with this customer-driven IS environment. Specifically, it adapts a widely accepted conceptual "gap" model from the marketing field as a framework for IS service quality management. This model has as its premise that service quality improvement is a continual process of determining and comparing customer expectations and perceptions and, then, modifying products and services based on the results of this assessment. Applications of this model in both research and practice are discussed.