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Information Systems Management Volume 28, 2011 - Issue 2
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Regular Articles

IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

Ronnie Jia Southern Illinois University, Carbondale, Illinois, USACorrespondence[email protected]
&
Blaize Horner Reich Simon Fraser University, Vancouver, Canada
Pages 174-179 | Published online: 08 Apr 2011

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Read on this site (2)

William J Kettinger, Yuan Li, Joshua M Davis & Lynda Kettinger. (2015) The roles of psychological climate, information management capabilities, and IT support on knowledge-sharing: an MOA perspective. European Journal of Information Systems 24:1, pages 59-75.
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Robert E. Miller, Bill C. Hardgrave & Thomas W. Jones. (2013) ISS-QUAL: A Measure of Service Quality for the Information Systems Function. Information Systems Management 30:3, pages 250-262.
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Articles from other publishers (15)

Xiaosong (Jason) Wu, Jacob Chia-An TsaiYang Lei. (2023) Information Technology Project Management Research: A Review of Works by Influential Pioneers. Project Management Journal 54:4, pages 366-391.
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Xiaolei Wang, Jiandong Lu, Yuqiang Feng & Luning Liu. (2021) Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study. International Journal of Information Management 57, pages 102290.
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Anup Shrestha, Aileen Cater-Steel, Mark Toleman, Suren Behari & Mohammad Mehdi Rajaeian. (2020) Development and evaluation of a software-mediated process assessment method for IT service management. Information & Management 57:4, pages 103213.
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André Luís Policani Freitas, Gustavo Antonio Pessanha Monteiro & Helder Gomes Costa. (2018) Assessing the quality of information technology infrastructure services. Industrial Management & Data Systems 118:9, pages 1821-1836.
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Paul Benjamin Lowry, John D’Arcy, Bryan Hammer & Gregory D. Moody. (2016) “Cargo Cult” science in traditional organization and information systems survey research: A case for using nontraditional methods of data collection, including Mechanical Turk and online panels. The Journal of Strategic Information Systems 25:3, pages 232-240.
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Paul Benjamin Lowry & David Wilson. (2016) Creating agile organizations through IT: The influence of internal IT service perceptions on IT service quality and IT agility. The Journal of Strategic Information Systems 25:3, pages 211-226.
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Théo Augustus Luz, Leonardo Ensslin, Clarissa Carneiro Mussi & Ademar Dutra. (2016) Avaliação de desempenho de serviços de tecnologia da informação: identificação do estado da arte por meio de um processo de pesquisa construtivista e análise bibliométrica. Perspectivas em Ciência da Informação 21:2, pages 120-140.
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Anup Shrestha, Aileen Cater-Steel, Mark Toleman, Terry Rout & Suren Behari. 2016. Software Process Improvement and Capability Determination. Software Process Improvement and Capability Determination 195 209 .
Rebecca Mugridge & Nancy M. Poehlmann. (2015) Internal customer service assessment of cataloging, acquisitions, and library systems. OCLC Systems & Services: International digital library perspectives 31:4, pages 219-248.
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Anup Shrestha, Aileen Cater-Steel, Mark Toleman & Terry Rout. 2015. Software Process Improvement and Capability Determination. Software Process Improvement and Capability Determination 72 84 .
Hermenegildo Gil-Gómez, Raúl Oltra-Badenes & Wilson Adarme-Jaimes. (2014) Service quality management based on the application of the ITIL standard. DYNA 81:186, pages 51.
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Marion Lepmets, Antoni Lluís Mesquida, Aileen Cater-Steel, Antonia Mas & Eric Ras. (2013) The Evaluation of the IT Service Quality Measurement Framework in Industry. Global Journal of Flexible Systems Management 15:1, pages 39-57.
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Anup Shrestha, Aileen Cater-Steel, Mark Toleman & Terry Rout. 2014. Software Process Improvement and Capability Determination. Software Process Improvement and Capability Determination 165 176 .
Jack S. HsuYu Wen HungYin-Hung ChenHsieh-Hong Huang. (2013) Antecedents and Consequences of User Coproduction in Information System Development Projects. Project Management Journal 44:2, pages 67-87.
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Ronnie Jia & Blaize Horner Reich. (2013) IT service climate, antecedents and IT service quality outcomes: Some initial evidence. The Journal of Strategic Information Systems 22:1, pages 51-69.
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