Towards an efficient IS service management: The internal customers' zone of tolerance

• Type: Article in International Scientific Journal
• Date: 2017

Authors

Ribeiro, U (Author) Other; Barbosa, B (Author) Other

Journal

Title: International Journal of Services and Operations Management

Vol. 28

Pages: 141-162

ISSN: 1744-2370

Publisher: Inderscience Publishers

Indexing

Scopus - 2 Citations

Other information

Authenticus ID: P-00N-0YH

DOI: 10.1504/ijsom.2017.086301

Abstract (EN): This article addresses the zone of tolerance (ZOT) as a diagnosis tool for managing the quality of information systems' (IS) service delivered to internal customers. It aims to contribute to a better understanding of internal customers' ZOT by considering the frequency of use and skills in IS as explanatory factors. A survey was administered to the internal users of one company's IS department. 276 valid questionnaires were obtained, representing a response rate of 70%. The results show that internal customers have narrow zone of tolerance, which differ according to the users' IS skills and how frequently they use the IS support service; occasional users and skilled users are the least susceptible to heterogeneity in the service delivery. This approach enables IS management to focus on users' expectations, making service delivery more efficient by allocating the resources where they are most needed. Copyright © 2017 Inderscience Enterprises Ltd.

Language: English

Type (Professor's evaluation): Scientific