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Alignment of Perceptions in Information Technology Service Quality

Alignment of Perceptions in Information Technology Service Quality

Luís Kalb Roses
Copyright: © 2011 |Pages: 14
ISBN13: 9781616928896|ISBN10: 1616928891|EISBN13: 9781616928919
DOI: 10.4018/978-1-61692-889-6.ch015
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MLA

Roses, Luís Kalb. "Alignment of Perceptions in Information Technology Service Quality." Quality Management for IT Services: Perspectives on Business and Process Performance, edited by Claus-Peter Praeg and Dieter Spath, IGI Global, 2011, pp. 260-273. https://doi.org/10.4018/978-1-61692-889-6.ch015

APA

Roses, L. K. (2011). Alignment of Perceptions in Information Technology Service Quality. In C. Praeg & D. Spath (Eds.), Quality Management for IT Services: Perspectives on Business and Process Performance (pp. 260-273). IGI Global. https://doi.org/10.4018/978-1-61692-889-6.ch015

Chicago

Roses, Luís Kalb. "Alignment of Perceptions in Information Technology Service Quality." In Quality Management for IT Services: Perspectives on Business and Process Performance, edited by Claus-Peter Praeg and Dieter Spath, 260-273. Hershey, PA: IGI Global, 2011. https://doi.org/10.4018/978-1-61692-889-6.ch015

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Abstract

The chapter explains the importance of taking the expectations of customers and service providers into account with regard to IT service quality management. To do this, the author uses the SERVPERF method, which identifies expectations regarding service performance from the point of view of both the customer and the provider. Based on an empirical study, the author demonstrates the importance of aligning IT staff with staff from the customer company as far as quality management is concerned.

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