By Claus-Peter Praeg, Dieter Spath
Many glossy company strategies will be not able to operate with out corresponding IT companies. on the other hand ever-growing dependency, in addition to the increase of shopper expectancies for functionality and caliber of IT prone, little or no learn has been performed relating to IT provider caliber administration. caliber administration for IT providers: views on enterprise and method functionality goals to lessen this data hole and to inspire humans to spend extra time gaining knowledge of the varied points of this more and more vital element of business worth including. that includes fiscal and social views in addition to implementation and useful suggestions, this ebook supplies either scientists and functional specialists an perception into the numerous diversified elements of IT carrier caliber administration.
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Additional resources for Quality Management for IT Services: Perspectives on Business and Process Performance
Wiesbaden. Henderson, J. , & Venkatraman, N. (1993). Strategic Alignment: Leveraging information technology for transforming organizations. IBM Systems Journal, 32(1). 0472 Hevner, A. , March, S. , & Ram, S. (2004). Design Science in Information Systems Research. Management Information Systems Quarterly, 28(1), 75–105. Jiang, J. , & Crampton, S. M. (2000). A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement. Decision Sciences, 31(3), 725–744. , & Umbreit, G.
1016/j. 005 Sallé, M. (2004). IT Service Management and IT Governance: Review, Comparative Analysis and their impact on Utillity Computing (No. HPL2004-98). HP Laboratories Palo Alto: Trusted System Laboratory. , Deshmukh, S. , & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9). 1108/02656710510625211 Watson, R. , Pitt, L. , & Kavan, C. B. (1998). Measuring Information Systems Service Quality: Lessons from Two Longitudinal Case Studies.
Zeithaml et al. 2001); 3) the presence of organisational deficiencies (aspects of information, design, communication) (Zeithaml et al. 2000). But, appropriate conceptualisation and measurement are crucial for the effective management of service quality. It is needed because it will help to control and improve the performance of online companies (Yang et al. 2003) and, in addition, to establish priorities in the development of e-SQ, when organisational resources are limited and the market is intensely competitive (Jun & Cai 2001, Santos 2003, Yang et al.