Journal ArticleDOI
A framework to identify applications of information technology to improve service quality
TLDR
In this paper, the authors provide a framework to identify areas ripe for the implementation of IT to enhance and improve customer service, based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery systems.Abstract:
More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.read more
Citations
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Journal ArticleDOI
A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Function: Toward a Theory for Information Systems Assessment
TL;DR: In this paper, the authors examined the need for IS assessment and suggested a comprehensive IS assessment framework linked to organizational performance using existing IS assessment theory as a base and incorporating measurement concepts from other disciplines.
Dissertation
Information systems assessment: development of a comprehensive framework and contingency theory to assess the effectiveness of the information systems function.
TL;DR: A reexamination of the IS function measurement problem is reexamination using new frameworks of analyses yielding a comprehensive, theoretically-derived, IS assessment framework that can be further tested for usefulness and applicability.
Journal ArticleDOI
Softer perspectives on enhancing the patient experience using IS/IT
TL;DR: It is argued that the implementation of the Choose and Book system has failed due to the inability of project sponsors to appreciate the complex and far-reaching softer implications of the implementation, especially in a complex organisation such as the NHS.
A model for the evaluation of is/it investments
John A. Scigliano,Paul M. Tuten +1 more
TL;DR: In this paper, the authors present a conceptual model of IS/IT evaluation, which is validated by applying it to multiple case studies selected from the extant literature and then used to develop a series of methodological guidelines to aid organizations in conducting evaluations.
Dissertation
A study of the factors that influence the perceptions of strategic information value in major UK based organisations
TL;DR: In this paper, the authors explored the factors that affect the perceived value of strategic information, using rigorous empirical methods, and provided evidence that information accessibility and information quality are critical factors that impact the perceived importance of information.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Book
How information gives you competitive advantage
TL;DR: Most general managers know that the revolution is under way, and few dispute its importance as mentioned in this paper, however, they don't know how to take advantage of this knowledge and their ability to become involved in the management of new technology.
Journal ArticleDOI
Classifying Services to Gain Strategic Marketing Insights
TL;DR: In this paper, the authors argue for a focus on marketing practice in service organizations, arguing that the diversity of the service sector makes it difficult to come up with managerially useful generalizations concerning marketing practice.
Journal ArticleDOI
A Conceptual Model of Service Quality
TL;DR: A model of servicequality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental.