The Information Service Function (ISF) delivers IS services to internal customers (employees) to assist them in their information- and technology-related tasks. IS service failures are an inevitable event and the ISF must enact processes to recover from these failures. This article proposes a theoretical framework integrating literature from marketing, operations, and IT to depict an integrated model of internal IS service recovery where perceived service justice mediates the relationship between Internal IS Service Recovery Extensiveness (IISSRE) and IS service quality as well as predicts internal IS customer satisfaction and continued commitment to the ISF. This study contributes by establishing a theoretical foundation for IS service recovery that is uniquely contextualized for internal IS settings and by proposing a new construct that captures different aspects of the IS service recovery remedy. A list of propositions to guide future research is developed.
Najjar, Mohammad Said; Smith, Aaron Kennon; and Kettinger, William J., "‘Stuff’ Happens: A Theoretical Framework for Internal IS Service Recovery" (2010). AMCIS 2010 Proceedings. 505.