Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study

Developing a strong and positive information technology (IT) service climate is important to ensure high-quality IT services. The influence of job resources and personal resources on the IT service climate and the mediating effect of the IT service climate on IT service quality were explored in this study qualitatively and quantitatively. Among the various job resource factors, we found that training, reward, and information system (IS) support can improve the IT service climate. Coworker support shows a non-significant effect on IT service climate. Among the personal resource factors, self-efficacy and hope have significantly positive effects on the IT service climate. Optimism and resilience do not appear to significantly affect the IT service climate. Our results confirm that the IT service climate is an important mediator in enabling certain antecedents to properly impact IT service quality. The IT service climate was found to fully mediate the effects of training, reward, IS support, and hope while partially mediating the effect of self-efficacy. The effect of the IT service climate on IT service quality is also strengthened by a high customer contact frequency. The results presented here may provide scholars and practitioners with a comprehensive, workable understanding of the IT service climate.     

基于ITIL的服务台在高校IT服务管理中的应用研究与实践

高校信息系统结构日益复杂,应用日趋多元化,传统的管理方式显然已经无法满足现实的需求。本文从高校目前信息化应用实际出发,对高校信息化服务管理中存在的问题进行分析与研究,结合我校多年来的应用探索和实践情况,探讨基于ITIL的服务台在高校IT服务管理中的地位和作用,为构建规范化的高校信息化服务管理体系提供建议和借鉴。     

Business process management and IT management: The missing integration

The importance of business processes and the centrality of IT to contemporary organizations’ performance calls for a specific focus on business process management and IT management. Despite the wide scope of business process management covering both business and IT domains, and the profound impact of IT on process innovations, the association between business process management and IT management is under-explored. Drawing on a literature analysis of the capabilities of business process and IT governance frameworks and findings from a case study, we propose the need for horizontal integration between the two management functions to enable strategic and operational business—IT alignment. We further argue that the role of IT in an organization influences the direction of integration between the two functions and thus the choice of integration mechanisms. Using case study findings, we propose that IT as a business enabler respectively calls for sequential and reciprocal integrations at strategic and operational planning levels. Drawing on logical reasoning, we suggest that IT as a strategic driver necessitates reciprocal integration at both levels.     

中国IT服务外包企业成长机理的案例研究

与跨国IT公司合作,进行行业内知识学习和跨行业知识溢出是我国IT服务外包企业快速成长的必由之路.本文在综述知识转移过程、环境及影响因素的基础上,分析我国IT服务外包企业的知识学习和知识溢出过程,研究专业化软件开发-集成化产品-与流程结合的行业化解决方案-国际化服务交付中的知识转移特征,得出我国IT服务外包企业的成长机理模型.     

移动服务满意度与忠诚度实证研究

摘要：移动即时通讯服务的竞争越来越激烈,各商家都在积极降低门槛吸引用户。用户使用后是否会对移动服务满意并保持忠诚是服务商面临的重要问题。实证研究了信任、服务质量感知的价值对用户满意度的影响以及用户满意度、信任和转移成本对用户忠诚的影响。通过对541名移动即时通讯服务用户的进行调查获得数据,进行实证分析后,结果显示,信任、服务质量、功能价值和情感价值对满意度有显著的影响,而满意度、信任和转移成本显著影响用户忠诚度。     

我国企业实施BSM关键因素分析研究

在分析企业IT服务需求的基础上,对实施BSM的难点进行剖析,提出适合我国企业实施BSM的成功关键因素。     

Implementing an IT service information management framework: The case of COTEMAR

It is evident that organizations are demanding more efficient information management technologies in order to offer high quality services for both internal and external clients. Firms pursue the implementation of processes aligned to their strategic and operational objectives and, to achieve these goals, they usually introduce various frameworks and approaches to information technology service management, such as Information Technology Infrastructure Library (ITIL) or Control Objectives for Information and Related Technologies (COBIT). However, once incorporated, it is essential to have mechanisms that guarantee performance efficiency. One of such mechanism is the Service Management Office (SMO). The case analysis presented here describes the lessons learned from its implementation in COTEMAR. The results provide useful insights for firms interested in integrating SMO within IT service management practices.     

Gaining benefits from IS/IT implementation: Interpretations from case studies

This paper examines those contextual issues that determine the success of a computer-based information system. It shows that a narrow technology-focused orientation in systems development is a limiting factor in realizing benefits. In doing so it argues that real benefits reside not within the IT domain but instead in the changes in the organizational activities that the IT system has enabled. The paper reviews such benefits through two information system implementation case studies.     

Making a case for speech analytics to improve customer service quality: Vision,implementation, and evaluation

Firms operating in highly competitive markets must find ways to deliver customer value beyond offering competitive prices. Providing superior customer service in such environments becomes a strategic initiative because it can create a competitive advantage by fostering customer loyalty, which can also help ease pressure on profit margins and secure continued revenue flow. In this case study we report a case of utilizing speech analytics to improve customer service quality at a call center of a pharmaceutical supply chain service provider in the U.S. We first describe the strategic rationale behind enhancing customer service quality, followed by the implementation of a quality management program using a novel approach of speech analytics. We then present a longitudinal study that evaluated customer service performance using the data gathered from a team of 120 customer service agents during an 8-month period. Two categories of key performance indicators were established and measured, namely “workforce management” metrics and “customer experience” metrics, which served as the primary indicators in the analysis of the level of success in attaining three strategically identified performance goals to improve customer service quality.     

Dependency-based IT Governance practices in inter-organisational collaborations: A graph-driven elaboration

In an ever more globalised world IT (Information Technology) managers increasingly have to support value creation within inter-organisational collaboration settings. Such organisational forms with their inherent complexity require specific approaches for their IT management within. Especially important for unleashing the chances of networked arrangements is the right form of IT Governance. Choosing the right arrangement for IT Governance is heavily dependent on understanding the concepts on which such business constellations are built. In this paper we provide therefore first a systematically derived, graph-based perspective on the key terms of inter-organisational collaboration. Based on this understanding of concepts and structured representations of inter-organisational dependencies we present interorganisational governance practices for IT. Specifically, we assign accountabilities to top executive roles from both IT and business. By keeping a holistic perspective, the insights gained in this study are highly relevant for strategic information management in terms of Business-IT Alignment as well as monitoring and controlling of inter-organisational information infrastructures in a rapidly changing business environment.     

基于SEM—PLS模型的区域信息技术服务业发展程度对行业绩效的影响

根据结构方程模型法（SEM）的基本原理,将区位商纳入评价指标体系,构建我国区域信息技术服务业发展程度对行业绩效的影响评价模型。运用偏最小二乘估计法（PLS）对模型进行拟合与检验,并对我国31个省级行政单位进行实证研究,探讨区域间信息技术服务行业绩效的差异,对区域信息技术服务业的科学发展有一定的指导意义。     

过程视角下公共科技服务平台运行管理研究

在系统梳理公共科技服务平台运行管理的理论研究和实践情况基础上,指出目前平台服务面临质量良莠不齐、需求难以满足、效能低下、动力不足等问题。从科技服务全过程视角出发,针对用户需求、服务对接、专业服务、结果反馈等主要环节的规范管理,构建包括标准体系、信息共享、开放协作、效益驱动等在内的运行管理框架。最后,以云南省科技型中小企业科技创新服务平台为例,介绍运行管理具体措施和取得的主要成效。     

烟草行业会员制营销模式研究

会员制营销是基于以顾客服务为中心的理念形成的一种营销模式,它的核心思想包括培育顾客忠诚度,改进客户关系管理以及提供个性化的高附加值服务。我国现有的烟草营销模式存在营销链条不完整,缺乏系统的营销规划,目标市场不明确,市场信息不对称等一系列问题。会员制营销模式在烟草营销中的运用有利于辨识不同客户的商业价值,维护零售客户的品牌忠诚度,稳定市场占有率,获得持续收益,建立市场拉动型的烟草流通渠道。     

Customer value via an Intranet: A case application of B2E at HCL Technologies

The case study illustrates another genre of the B2E (business to employee) model, implemented at a large Indian IT organisation to engage its employees in order to create value for its customers. The main focus of the empirical analysis is the counterintuitive strategy to ensure customer loyalty and increased revenues by transforming the relationship between the management and the employees. A brief outline is presented of the B2E model and a case analysis of issues is derived.     

IT能力构建及其对企业和谐信息化的影响研究

基于和谐管理理论，对基于资源基础理论和动态能力理论的IT能力进行了重新构建，并进行了维度划分，阐述了其意义所在。基于和谐管理理论与和谐信息化体系理论，和谐信息化有了新内涵，提出了和谐信息化是企业信息化的绩效，也是企业信息化的一个发展方向。通过对华南地区281个中国企业样本的实证研究，验证了IT能力量表构建的信度和效度，实证结果表明，IT人物互动能力是实现企业和谐信息化的最重要因素，由此表明，企业更应注重IT人物互动能力的提升。案例研究也印证了此结论。在今后研究中，可以IT人物互动能力为和谐主题，分析其在企业信息化各阶段的具体表现，并制定科学的提升计划，以促使企业和谐信息化绩效的实现。     

企业IT治理对IT绩效影响的实证研究

IT已经成为企业创造增值产品和服务的基础性平台。随着企业对信息、系统、通讯等信息及相关技术的日益依赖和随之而来的大量IT投资的同时,企业又面临着IT投资和运用过程的威胁和商业风险的规避问题。研究以IT运用为中间变量,构建IT治理与IT绩效之间的关系以及IT治理对IT绩效影响的理论模型,并用结构方程模型进行实证分析。结果表明,IT治理与IT绩效之间没有积极的直接关系,但通过IT运用中介作用,IT治理对IT绩效的各个维度具有积极的正向影响,因此IT治理是通过促进IT运用水平的提升从而获得相应的IT投资效果。该研究结果进一步完善了IT治理与组织绩效之间的相关理论,并对信息化建设路径的选择具有一定的实践意义。     

Exploring the impact of communication effectiveness on service quality,trust and relationship commitment in IT services

Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service provider's viewpoint, it is important to raise the level of clients’ relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients’ trust.     

关系与IT外包绩效:服务质量调节的中介作用

基于社会资本理论,从IT外包承接商视角深入分析关系对IT外包承接商绩效的作用机制,并在此基础上考察服务质量的中介作用和关系的调节作用。以237家IT外包承接商企业高层管理者的数据为样本,运用结构方程模型对所提假设进行实证检验。结果表明:关系对IT外包承接商绩效的直接作用并不显著,以服务质量为中介变量产生间接正向影响;关系对服务质量的中介作用具有负向调节作用,即在企业关系弱的条件下,服务质量对企业绩效的作用越显著,反之亦然。     

客户关系管理与客户服务研究综述

本文通过对1990年至2003年国内外与客户关系管理相关的研究文献的研究，详细回顾了客户关系管理理论及实践的发展经历，展望了客户关系管理的发展趋势，分析了客户服务在CRM运作过程中的关键作用，并就客户服务研究的现状、存在问题及其研究发展方向进行了探讨。     

Mediation effect of business process and supply chain management capabilities on the impact of IT on firm performance: Evidence from Chinese firms

Motivated by the seeming presence of the productivity paradox in China, this research revisits the question of how information technology (IT) affects firm performance. Leveraging the process-based view of IT, we establish a theoretical framework for the mediation factors for the relationship between IT capabilities and performance. Based on a survey of 127 companies in China, we find that a firm's management capabilities to manage both its internal and external business processes fully mediate the impact of IT on firm performance. The two management capabilities in this study are business-process management capability and supply-chain management capability. Our results show that only the coherent integration of IT capability with firm’s ability to optimize business processes and to improve management of supply chains can enhance firm performance. Firms should avoid the fallacy that IT investments are solely responsible for better firm performance. Based on our findings, we discuss the implications for research and practice.