This paper reports the results of a field study which examined the expectations of users as they relate to the quality of service offered by the Information Systems (IS) function within organizations. The results show that users have consistently high expectations both within and across organizations. The paper presents a possible cause for this consistency along with ways that management can intervene in order to influence user expectations.
Miller, Robert; Jones, Thomas; and Winick, Lee, "INFORMATION SYSTEMS SERVICE QUALITY:
INFORMATION SYSTEMS SERVICE QUALITY: AN EXAMINATION OF USER EXPECTATIONS" (2007). MWAIS 2007 Proceedings. 36.