'Stuff' Happens: A Theoretical Framework for Internal IS Service Recovery
作者： William J. Kettinger , Aaron Kennon Smith , Mohammad Said Najjar
DOI:
关键词: IT service management 、 Customer satisfaction 、 Service product management 、 Service level objective 、 Service recovery 、 Service delivery framework 、 Knowledge management 、 Service level requirement 、 Customer Service Assurance 、 Service design 、 Service desk 、 Service (business) 、 Computer science 、 Service guarantee 、 Service quality
摘要: ABSTRACT The Information Service Function (ISF) delivers IS services to internal customers (employees) assist them in their information- and technology-related tasks. service failures are an inevitable event the ISF must enact processes recover from these failures. This article proposes a theoretical framework integrating literature marketing, operations, IT depict integrated model of recovery where perceived justice mediates relationship between Internal Recovery Extensiveness (IISSRE) quality as well predicts customer satisfaction continued commitment ISF. study contributes by establishing foundation for that is uniquely contextualized settings proposing new construct captures different aspects remedy. A list propositions guide future research developed.
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