Managing information systems for service quality: A study from the other side

Information Technology & People

Volumn 16, Issue 2, 2003, Pages 183-202

  Bharati, Pratyush ^a   Berg, Daniel ^b  

^a UNIVERSITY OF MASSACHUSETTS BOSTON   (United States)

^b RENSSELAER POLYTECHNIC INSTITUTE   (United States)

Author keywords

Electricity industry; Service quality; Strategic information systems; Systems management; USA

Indexed keywords

EID: 84986082013     PISSN: 09593845     EISSN: None     Source Type: Journal    
DOI: 10.1108/09593840310478685     Document Type: Article

References (65)

1. Austin, R.D. (2001), “The effects of time pressure on quality in software development: an agency model”, Information Systems Research, Vol. 12 No. 2, June, pp. 195-207.
2. Babakus, E. and Boller, G. (1992), “An empirical assessment of the SERVQUAL scale”, Journal of Business Research, Vol. 24 No. 3, pp. 253-68.
3. Bailey, J.E. and Pearson, S.W. (1983), “Development of a tool for measuring and analyzing computer user satisfaction”, Management Science, Vol. 29 No. 5, pp. 530-45.
4. Belardo, S., Karwan, K.R. and Wallace, W.A. (1982), “DSS component design through field experimentation: an application to emergency management”, Proceedings of the 3rd International Conference on Information Systems, December, pp. 93-108.
5. Benbasat, I., Dexter, A.S. and Masulis, P.S. (1981), “An experimental study of the human/computer interface”, Communications of the ACM, Vol. 24 No. 11, pp. 752-62.
6. Berry, L.L. and Parasuraman, A. (1997), “Listening to the customer – the concept of a service-quality information system”, Sloan Management Review, Spring, pp. 65-76.
7. Carman, J.M. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, pp. 33-55.
8. Chervany, N.L., Dickson, G.W. and Kozar, K. (1972), An experimental gaming framework for investigating the influence of management information systems on decision effectiveness, MISRC Working Paper No. 71-12, Management Information Systems Research Center, University of Minnesota, Minneapolis, MN.
9. Cronbach, L. (1970), Essentials of Psychological Testing, Harper & Row, New York, NY.
10. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
11. Dabholkar, P.A., Thorpe, I.D. and Rentz, J. (1996), “A measure of service quality for retail stores: scale development and validation”, Journal of the Academy of Marketing Sciences, Vol. 24 No. 1, pp. 3-16.
12. DeBrander, B. and Thiers, G. (1984), “Successful information systems development in relation to situational factors which affect effective communication between MIS-users and EDP-specialists”, Management Science, Vol. 30 No. 2, pp. 137-55.
13. DeLone, W.H. and McLean, E.R. (1992), “Information system success: the quest for the dependent variable”, Information System Research, Vol. 3 No. 1, pp. 60-95.
14. Ein-Dor, P. and Segev, E. (1978), “Organizational context and the success of management information systems”, Management Science, Vol. 24 No. 10, pp. 1064-77.
15. Emery, J.C. (1971), “Cost/benefit analysis of information systems”, SMIS Workshop Report, No. 1, The Society for Management Information Systems, Chicago, IL.
16. Gallagher, C.A. (1974), “Perceptions of the value of a management information system”, Academy of Management Journal, Vol. 17 No. 1, March, pp. 46-55.
17. Goodhue, D. (1992), “User evaluations of MIS success: what are we really measuring?”, in Nunamaker, J.F. and Sprague, R.H. (Eds), Proceedings of the 25th Annual Hawaii International Conference on Information System Sciences, Vol. 4 No. 1, IEEE Computer Society Press, No. 1, pp. 303-14.
18. Goodhue, D.L. (1986), “IS attitudes: toward theoretical and definition clarity”, Proceedings of the 7th International Conference on Information Systems, December, pp. 181-94.
19. Goslar, M.D., Green, G.I. and Hughes, T.H. (1986), “Decision support systems: an empirical assessment for decision making”, Decision Sciences, Vol. 17 No. 1, pp. 79-91.
20. Grnroos, C. (1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
21. Guental, H.G., Surprenant, N. and Bubeck, K. (1984), “Effectively utilizing computer-aided design technology: the role of individual difference variables”, Proceedings of the 5th International Conference on Information Systems, December, pp. 21-30.
22. Hamilton, S. and Chervany, N.L. (1981), “Evaluating information system effectiveness. Part I: comparing evaluation approaches”, MIS Quarterly, Vol. 5 No. 3, pp. 55-69.
23. Hughes, C.T. (1987), “Relationships between demographics, training etc. in a DSS environment”, Information and Management, Vol. 12 No. 5, pp. 257-61.
24. Iivari, J. (1987), “User information satisfaction (UIS) reconsidered: an information system as the antecedent of UIS”, Proceedings of the 8th International Conference on Information System, December, pp. 56-73.
25. Ives, B. and Olson, M.H. (1984), “User involvement and MIS success: a review of research”, Management Science, Vol. 30 No. 5, pp. 586-603.
26. Jiang, J.J., Klein, G. and Carr, C.L. (2002), “Measuring information systems service quality: SERVQUAL from the other side”, MIS Quarterly, Vol. 26 No. 2, June, pp. 145-66.
27. Jiang, J.J., Klein, G. and Crampton, S.M. (2000), “A note on SERVQUAL reliability and validity in information systems service quality measurement”, Decision Sciences, Vol. 31 No. 3, pp. 725-44.
28. Karimi, J., Somers, T.N. and Gupta, Y.P. (2001), “Impact of information technology management practices on customer service”, Journal of Management Information Systems, Vol. 17 No. 4, Spring, pp. 125-58.
29. Kerlinger, F.N. (1992), Foundations of Behavioral Research, Harcourt Brace, New York, NY.
30. Kettinger, W.J. and Lee, C.C. (1997), “Pragmatic perspectives on the measurement of information systems service quality”, MIS Quarterly, March, pp. 223-40.
31. Kettinger, W.J. and Lee, C.C. (1999), “Replication of measures of information systems research: the case of IS SERVQUAL”, Decision Sciences, Vol. 30 No. 3, Summer, pp. 893-9.
32. King, J.L. and Rodriguez, E.L. (1978), “Evaluating management information systems”, MIS Quarterly, Vol. 2 No. 3, pp. 43-51.
33. King, W.R. and Epstein, B.J. (1983), “Assessing information system value”, Decision Sciences, Vol. 14 No. 1, January, pp. 34-45.
34. Larcker, D.F. and Lessig, V.P. (1980), “Perceived usefulness of information: a psychometric examination”, Decision Sciences, Vol. 11 No. 1, January, pp. 121-34.
35. Mahmood, Mo.A., (1987), “Systems development methods – a comparative investigation”, MIS Quarterly, Vol. 11 No. 3, pp. 293-311.
36. Mason, R.O. (1978), “Measuring information output: a communication systems approach”, Information and Management, Vol. 1 No. 5, October, pp. 219-34.
37. Mechlin, G.F. and Berg, D. (1980), “Evaluating research – ROI is not enough”, Harvard Business Review, September-October, pp. 93-9.
38. Miller, J. and Doyle, B.A. (1987), “Measuring effectiveness of computer-based information systems in the financial services sector”, MIS Quarterly, Vol. 11 No. 1, March, pp. 107-24.
39. National Research Council (1994), Information Technology in the Service Society, National Academy Press, Washington DC.
40. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1993), “More on improving service quality measurement”, Journal of Retailing, Vol. 69, pp. 140-7.
41. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 4 No. 4, pp. 41-50.
42. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, Spring, pp. 12-40.
43. Pinsonneault, A. and Kraemer, K.L. (1993), “Survey research methodology in management information systems: an assessment”, Journal of Management Information Systems, Vol. 10 No. 2, pp. 75-105.
44. Pitt, L.F., Watson, R.T. and Kavan, C.B. (1995), “Service quality: a measure of information systems effectiveness”, MIS Quarterly, June, pp. 173-85.
45. Pitt, L.F., Watson, R.T. and Kavan, C.B. (1997), “Measuring information systems service quality: concerns for a complete canvas”, MIS Quarterly, March, pp. 209-21.
46. Porter, M.E. and Millar, V.E. (1985), “How information gives you competitive advantage”, Harvard Business Review, July-August, pp. 149-60.
47. Quinn, J.B. and Baily, M.N. (1994), “Information technology: the key to service performance”, The Brookings Review, Summer, pp. 37-41.
48. Ravichandran, T. and Rai, A. (1999), “Total quality management in information systems development: key constructs and relationships”, Journal of Management Information Systems, Vol. 16 No. 3, pp. 124-55.
49. Ravichandran, T. and Rai, A. (2000), “Quality management in systems development: an organizational system perspective”, MIS Quarterly, Vol. 24 No. 3, September, pp. 381-415.
50. Reeves, C.A. and Bednar, D.A. (1994), “Defining quality: alternatives and implications”, Academy of Management Review, Vol. 19 No. 3, pp. 419-45.
51. Sanders, G.L. and Courtney, J.F. (1985), “A field study of organizational factors influencing DSS success”, MIS Quarterly, Vol. 9 No. 1, March, pp. 77-93.
52. Shannon, C.E. and Weaver, W. (1949), The Mathematical Theory of Communication, University of Illinois Press, Urbana, IL.
53. Srinivasan, A. (1985), “Alternative measures of system effectiveness: associations and implications”, MIS Quarterly, Vol. 9 No. 3, September, pp. 243-53.
54. Stylianou, A.C. and Kumar, R.L. (2000), “An integrative framework for IS quality management”, Communications of the ACM, Vol. 43 No. 9, September, pp. 99-104.
55. Van Dyke, T.P., Kappelman, L.A. and Prybutok, V.R. (1997), “Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire”, MIS Quarterly, June, pp. 195-207.
56. Van Dyke, T.P., Prybutok, V.R. and Kappelman, L.A. (1999), “Cautions on the use of the SERVQUAL measure to assess the quality of information systems services”, Decision Sciences, Vol. 30 No. 3, Summer, pp. 877-91.
57. Vanlommel, E. and DeBrabander, B. (1975), “The organization of electronic data processing (EDP) activities and computer use”, Journal of Business, Vol. 48 No. 3, pp. 391-410.
58. Watson, R.T., Pitt, L.F. and Kavan, C.B. (1998), “Measuring information systems service quality: lessons from two longitudinal case studies”, MIS Quarterly, Vol. 22 No. 1, March, pp. 61-79.
59. Weiner, M., Nohria, N., Hickman, A. and Smith, H. (1997), “The future structure of the North American utility industry”, in Awerbuch, S. and Preston, A. (Eds), The Virtual Utility, Kluwer Academic Publishers, Boston, MA.
60. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.
61. Zmud, R. (1979), “Individual difference and MIS success: a review of the empirical literature”, Management Science, Vol. 25 No. 10, pp. 966-79.
62. Zmud, R., Blocher, E. and Moffie, R.P. (1983), “The impact of color graphic report formats on decision performance and learning”, Proceedings of the 4th International Conference on Information Systems, December, pp. 179-93.
63. Bharati, P. and Berg, D. (1999), “Managing information technology for improving service quality in the electric utility industry”, Proceedings of the Portland International Conference on Management of Engineering and Technology, Portland, OR, 25-29 July.
64. Kettinger, W.J., Lee, C.C. and Lee, S. (1995), “Global measures of information service quality: a cross-national study”, Decision Sciences, Vol. 21 No. 1, pp. 569-88.
65. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67, pp. 420-50.