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Towards Transparent and Efficient Process Assessments for IT Service Management
12 references·0 citing·53 second hop
Towards Transparent and Efficient Process Assessments for IT Service Management (2014)Towards Transparent and Efficient Process…Extending the IT service quality measurement framework through a systematic literature review (2012)Extending the IT service qual…IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality (2011)IT Service Climate—An Essenti…International Organization for Standardization (2011)International Organization fo…An overview of IT service management (2009)An overview of IT service man…The Anatomy of a Design Theory (2007)The Anatomy of a Design TheoryA Design Science Research Methodology for Information Systems Research (2007)A Design Science Research Met…The role of theory and theorising in Design Science research (2006)The role of theory and theori…E-mail Survey Response Rates: A Review (2006)E-mail Survey Response Rates:…An Assessment of Equivalence Between Online and Mail Surveys in Service Research (2006)An Assessment of Equivalence …Six Sigma and Business Excellence: Strategic and Tactical Examination of IT Service Level Management at the Office of the Chief Technology Officer of Washington, DC (2005)Six Sigma and Business Excell…A Theory of Task/Technology Fit and Group Support Systems Effectiveness1 (1998)A Theory of Task/Technology F…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Organizational Information Requirements, Media Richness and Structural Design (1986)The Duality of Technology: Rethinking the Concept of Technology in Organizations (1992)Capturing the Complexity in Advanced Technology Use: Adaptive Structuration Theory (1994)Understanding User Responses to Information Technology: A Coping Model of User Adaptation1 (2005)Reconceptualizing System Usage: An Approach and Empirical Test (2006)Media, Tasks, and Communication Processes: A Theory of Media Synchronicity1 (2008)The Measurement of Observer Agreement for Categorical Data (1977)Bullies Move Beyond the Schoolyard (2006)Mail and internet surveys : the tailored design method (2007)Mail and Internet Surveys: The Tailored Design Method (2007)Response Rates and Responsiveness for Surveys, Standards, and the Journal (2008)Effects of Questionnaire Length on Participation and Indicators of Response Quality in a Web Survey (2009)Delivering quality service: balancing customer perceptions and expectations (1990)Refinement and reassessment of the SERVQUAL scale. 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 2011International Organization for Standardization12,534 cited
  • 2007A Design Science Research Methodology for Information Systems Research7,798 cited
  • 2007The Anatomy of a Design Theory1,518 cited
  • 2006E-mail Survey Response Rates: A Review1,441 cited
  • 1998A Theory of Task/Technology Fit and Group Support Systems Effectiveness11,029 cited
  • 2006The role of theory and theorising in Design Science research316 cited
  • 2006An Assessment of Equivalence Between Online and Mail Surveys in Service Research234 cited
  • 2009An overview of IT service management184 cited
  • 2012Extending the IT service quality measurement framework through a systematic literature review47 cited
  • 2005Six Sigma and Business Excellence: Strategic and Tactical Examination of IT Service Level Management at the Office of the Chief Technology Officer of Washington, DC47 cited
  • 2011IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality25 cited

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