This study investigates the determinants of customer satisfaction and dissatisfaction with service encounters involving information technologyhelpdesks. TheISsatisfactionresearchthathasbeendonetodatehasviewedsatisfactionasanattitudinal,bipolarevaluative construct (Melone 1990; Heckman 1993). Satisfaction as viewed in this way is a relatively enduring, stable cognitive state. In the marketingliterature,however,satisfactionhasalsobeenconceptualizedasalessenduringpost-consumptionresponse. Inthisstudy, a conceptualization of the satisfaction construct based on the service encounter and consumer product satisfaction literatures (e.g., Bitner,BoomsandTetreault1990)isadoptedasastartingpoint. Afterresponsestohelpdeskserviceencountershavebeenanalyzed from this perspective, an attempt is made to integrate these findings with attitudinal satisfaction constructs.
Heckman, Robert and Guskey, Audrey, "Sources of Customer Satisfaction and Dissatisfaction With Information Technology Help Desks" (1995). ICIS 1995 Proceedings. 38.