Don't mind the gap: a conceptual and psychometric analysis of the individual evaluation of discrepancies in the context of is user service satisfaction

Authors:
Wynne W. Chin;Iris A. Junglas;Andrew Schwarz;Jill M. Sundie
Affiliations:
The University of Houston, Houston, TX, USA;Florida State University, Tallahassee, FL, USA;Louisiana State University, Baton Rouge, LA, USA;University of Texas at San Antonio, San Antonio, TX, USA
Venue:
ACM SIGMIS Database
Year:
2014

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Abstract

When researchers are interested in capturing perceived discrepancies--for example, the perceived alignment between organizational and business-unit strategies, or the perceived gap between expected and received service delivery--many different measurement approaches are available. This paper presents a psychometric analysis of the various measures available to capture perceived discrepancies or gaps. More specifically, a set of comparative survey-based measures, drawn from published research across various disciplines, including marketing, information systems, and organizational behavior, are examined for their applicability.