The study will cross-fertilise Information Systems (IS) and Services Marketing ideas through
reconceptualising the information system as a service (ISaaS). The study addresses known
limitations of arguably the two most significant dependent variables in these disciplines -
Information System Success or IS-Impact, and Service Quality. Planned efforts to synthesise
analogous conceptions across these disciplines, are expected to force a deeper theoretical
understanding of the broad notions of success, quality, value and satisfaction and their
interrelations. The aims of this research are to: (1) yield a conceptually superior and more
extensively validated IS success measurement model, and (2) develop and operationalise a
more rigorously validated Service Quality measurement model, while extending the ‘service’
notion to ‘operational computer-based information systems in organisations’. In the
development of the new models the study will address contemporary validation issues.
Gable, Guy G. and Rai, Arun, "Toward the concept of pockets of creativity in business processes" (2009). ECIS 2009 Proceedings. Paper 162.