The IS function now includes a significant service component. However, commonly used measures of IS effectiveness focus on the products, rather than the services, of the IS function. Thus, there is the danger that IS researchers will mismeasure IS effectiveness if they do not include in their assessment package a measure of IS service quality. SERVQUAL, an instrument developed by marketing researchers, is offered as a possible measure of IS service quality. SERVQUAL measures service dimensions of tangibles, reliability, responsiveness, assurance, and empathy. The suitability of SERVQUAL was assessed in three different types of organizations in three countries. After examination of content validity, reliability, convergent validity, nomological validity, and discriminant validity, the study concludes that SERVQUAL is an appropriate instrument for researchers seeking a measure of IS service quality.

Service quality: a measure of information systems effectiveness

Knowledge-intensive firms (KIFs) specialize in expertise, especially esoteric knowledge that few other firms possess. KIFs must keep their knowledge up-to-date, so they need to learn continually. However, their ability to satisfy clients depends on the close relations that some of KIFs' personnel develop with specific clients.

https://papers.ssrn.com/sol3/Delivery.cfm/SSRN_ID2708155_code345906.pdf?abstractid=2708155&mirid=1

Learning by Knowledge-Intensive Firms

This paper revisits the data-information-knowledge-wisdom (DIKW) hierarchy by examining the articulation of the hierarchy in a number of widely read textbooks, and analysing their statements about the nature of data, information, knowledge, and wisdom. The hierarchy referred to variously as the 'Knowledge Hierarchy', the 'Information Hierarchy' and the 'Knowledge Pyramid' is one of the fundamental, widely recognized and 'taken-for-granted' models in the information and knowledge literatures. It is often quoted, or used implicitly, in definitions of data, information and knowledge in the information management, information systems and knowledge management literatures, but there has been limited direct discussion of the hierarchy. After revisiting Ackoff's original articulation of the hierarchy, definitions of data, information, knowledge and wisdom as articulated in recent textbooks in information systems and knowledge management are reviewed and assessed, in pursuit of a consensus on definitions and transformation processes. This process brings to the surface the extent of agreement and dissent in relation to these definitions, and provides a basis for a discussion as to whether these articulations present an adequate distinction between data, information, and knowledge. Typically information is defined in terms of data, knowledge in terms of information, and wisdom in terms of knowledge, but there is less consensus in the description of the processes that transform elements lower in the hierarchy into those above them, leading to a lack of definitional clarity. In addition, there is limited reference to wisdom in these texts.

/pdf/the-wisdom-hierarchy-representations-of-the-dikw-hierarchy-3ivs6n0ccz.pdf

The wisdom hierarchy: representations of the DIKW hierarchy

The dominant explanation for the spread of technological innovations emphasizes processes of influence and information flow. Firms which are closely connected to pre-existing users of an innovation learn about it and adopt it early on. Firms at the periphery of communication networks are slower to adopt.

This paper develops an alternative model which emphasizes the role of know-how and organizational learning as potential barriers to adoption of innovations. Firms delay in-house adoption of complex technology until they obtain sufficient technical know-how to implement and operate it successfully.

In response to knowledge barriers, new institutions come into existence which progressively lower those barriers, and make it easier for firms to adopt and use the technology without extensive in-house expertise. Service bureaus, consultants, and simplification of the technology are examples. As knowledge barriers are lowered, diffusion speeds up, and one observes a transition from an early pattern in which the new technology is typically obtained as a service to a later pattern of in-house provision of the technology.

Thus the diffusion of technology is reconceptualized in terms of organizational learning, skill development, and knowledge barriers. The utility of this approach is shown through an empirical study of the diffusion of business computing in the United States, reporting survey and ethnographic data on the spread of business computing, on the learning processes and skills required, and on the changing institutional practices that facilitated diffusion.

/pdf/technology-diffusion-and-organizational-learning-the-case-of-53y18hvmrj.pdf

Technology Diffusion and Organizational Learning: The Case of Business Computing

The critical success factors for ERP implementation: an organizational fit perspective

From the Publisher:
It's not business as usual anymore . . .
Why? Because digital firms are emerging. Businesses can no longer survive today without becoming digital. That's why you need the Laudons' Management Information Systems: Managing the Digital Firm, seventh edition, an indispensable text for anyone who wants to succeed in the e-business world. 
What is the Digital Firm?
It's a firm where any piece of information required for business decisions is available at any time and anywhere in the organization. It's a firm where all the significant business relationships are digitally enabled. The Laudons will show you how to organize, manage, communicate, and lead as more firms go digital in the coming years. 
THE LAUDON ADVANTAGE
The Laudons' Management Information Systems is the world's top-selling MIS text. Here you'll find opportunities to build the skills and acquire the knowledge you'll need to use information systems successfully in your business career. 
Leading-Edge
If you want to know how to take maximum advantage of the latest technology and business trends, the Laudons are the place to start. Along with MIS foundation concepts, you'll find the most up-to-the-minute coverage of leading-edge topics, such as: digital firms, e-commerce, e-business, the wireless Web, enterprise systems, customer relationship management, supply chain management, application service providers, on-line storage services, optical networks, broadband access, peer-to-peer computing, business-to-business exchanges, scalability, and high-availability computing. 
The Laudon Management-Organisation-TechnologyFramework
You'll need a framework to help you understand and analyze business problems and information systems as you move into the business world. The Laudons' Management-Organization-Technology framework is a well respected methodology in the field of Management Information Systems. You'll see it emphasized in cases, in-text explanations, and projects throughout the text. 

The Laudons' Management Information Systems, seventh edition, is a text that not only offers you the most current and well-respected insights into the MIS field but a companion you'll want to use over and over again in your current courses and future career.

http://www.westfield.ma.edu/plato/wp-content/uploads//MGMT0321mnaidorf.pdf

Management Information Systems: Managing the Digital Firm

The first MIS text that actually uses technology to teach students about information systems and technology. Devotes an entire chapter on ERP: Enterprise Resource Planning. Focuses on Electronic Commerce, Electronic Business, and the Internet and integrates throughout. Explores all of today's most current topics and provides the strongest international coverage in the market.

Management Information Systems: Organization and Technology in the Networked Enterprise

From the Publisher:
Finally, the essential MIS text and technology package that will teach your students how to create competitive firms, manage global corporations, and provide useful and profitable products and services to customers! 

Features: 

Companion Web site. An expanded companion Web site that enhances and reinforces text material in a variety of ways:

New! Application software exercises including spreadsheet, database, presentation software, CASE tool, expert system, Web page development, and Internet exercises can be assigned as additional, stand-alone problems to reinforce specific chapter content.
International links to Web sites for companies based all over the world plus additional exercises for users interest in more international material.
Electronic commerce exercises and cases for each chapter help students explore the various Internet business models and electronic commerce capabilities discussed in the text.



New! Management Decision Problems provide opportunities for practical group or individual leaning both in and out of the classroom. Students are required to use quantitative data to make decisions based on real management issues such as: 

Hardware Capacity Planning for Electronic Commerce (CH.4)
Measuring the Effectiveness of Web Advertising (CH.8)
Evaluating ERP Systems with a Scoring Model (Ch.9)


NEW! Chapter 3 features substantial new material on Enterprise Resource Planning (ERP),, an integral part of MIS, allowing for more preciseplanning, forecasting, and monitoring than ever before.
Explores all of today's leading-edge topics including electronic commerce, electronic business, Internet II, enterprise resource planning, customer relationship management technology, application service providers and software service, Web-enabled databases, Web site privacy, information appliances and broadband access, system implications of mergers and acquisitions, intranets and extranets, Internet business models, Internet security, Internet-based group collaboration, Web-based DSS, middleware, supply chain management, XML, and Linux. 
Updated real-world examples afford students an authentic look at managing information systems today.
Designed to be a capstone chapter to your introductory MIS course, Chapter 14, Ethical and Social Impact of Information Systems examines some of the new ethical issues that arise from widespread use of information systems and suggests guideline for dealing with these issues. Topics include information rights, privacy, accountability for the consequences of information systems, and standards to safeguard system quality.
Provides the stongest international coverage in the market! A global perspective from several world-renowned authorities in MIS, is integrated throughout the text in the form of text discussions, examples, and international cases.
Optional CD-ROM with figures, graphs, photos, audio, video, interactive exercises and bullet-text summaries.
WebCT Prentice Hall Business Publishing collaborates with WebCt to provide the content, easy-to-use Internet tools, and support you need to create locally hosted, custom on-line courses.

https://wps.prenhall.com/wps/media/objects/14071/14409392/VideoCases/Ess10_CH09_Case2_FordAutoExchange.pdf

Essentials of Management Information Systems

From the Publisher:
Utilizing technology to explain information systems and technology, this best seller prepares readers for the ever-changing demands of information systems management. The authors focus on the interconnections between technology, the organization, and IS management. Explores all of today's leading-edge topics such as intranets and extranets, firewalls and Internet security, Internet-based group collaboration, and supply chain management. Tracks emerging technologies and organizational trends using real business examples to illustrate MIS issues and concepts. Features an enhanced Web site for management problem solving, with electronic commerce tours of real companies, international links to Web sites around the world, and more. Offers an optional CD-ROM with figures, graphs, photos, audio, video, exercises, and summaries. The ideal reference for executives and managers who want to learn more about management information systems.

Management Information Systems: Organization and Technology

From the Publisher:
This new fifth edition keeps pace with cutting edge topics with its coverage of electronic commerce; Internet business models; network computers; Java; push technology; intranets and extra nets; Internet security, firewalls, and secure electronic payment systems; Internet privacy issues; on-line analytical processing (OLAP) and multidimensional data analysis; data warehouses, data mining, and knowledge discovery.

Jane P. Laudon

Papers

Management Information Systems: Managing the Digital Firm

Management Information Systems: Organization and Technology in the Networked Enterprise

Essentials of Management Information Systems

Management Information Systems: Organization and Technology

Management Information Systems: New Approaches to Organization and Technology