Ahn CK, Kang C, Park JH, & Rim ST (2009) An application of human performance technology: A case study at LG CNS. JoSS 1(2):211–225.Google Scholar
Al-Hawari M, Ward T, & Newby L (2009) The relationship between service quality and retention within the automated and traditional contexts of retail banking. JOSM 20(4):455–472.Google Scholar
Alter S (2008). Seeking Synergies Between Four Views of Service in the IS Field. 14th Americas Conference on Information Systems. Toronto, Ontario.
Barafort B, Di Renzo B, & Merlan O (2002) Benefits resulting from the combined use of ISO/IEC 15504 with the Information Technology Infrastructure Library (ITIL). Profes. Oivo M and Komi-Sirvio S, 314–325.
Barrutia JM, Gilsanz A (2009) e-Service quality: overview and research agenda. IJQSS 1(1).
Bartolini C, Stefanelli C, & Tortonesi M (2010) SYMIAN: Analysis and performance improvement of the IT incident management process. IEEE TNSM 7(3):132–144.Google Scholar
Basili VC, G., & Rombach HD (1994) Goal Question Metric Approach. Encyclopedia of Software Engineering, John Wiley and Sons Inc., 528–532.
Bhamidipaty A, Narendra NC, Nagar S, Varshneya VK, Vasa M, & Deshwal C (2009). Indra: An integrated quantitative system for compliance management for IT service delivery. IBM Journal of Research and Development 53(6).
Brandl R, Bichler M, & Ströbel M (2007) Cost accounting for shared IT infrastructures-Estimating resource utilization in distributed IT architectures. Wirtschaftsinformatik 49(2):83–94.CrossRefGoogle Scholar
Brenner M, Radisic I, & Schollmeyer M (2002) A criteria catalog based methodology for analyzing service management processes. Management Technologies for E-Commerce and E-Business Applications, Proceedings. Feridum M, Kropf P and Babin G. 2506, 145–156.
Brocke H, Uebernickel F, & Brenner W (2011) A methodical procedure for designing consumer oriented on-demand IT service propositions. Information Systems and e-Business Management 9(2):283–302.CrossRefGoogle Scholar
Camén C (2010) Service quality on three management levels: A study of service quality in public tendering contracts. IJQSS 2(3).
Cassab H, MacLachlan D L (2009). A consumer-based view of multi-channel service. JOSM 20(1):52–75.Google Scholar
Cesarotti V, Spada C (2009) A systematic approach to achieve operational excellence in hotel services. IJQSS 1(1).
Chang MY, Hung YC, Yen DC, & Tseng PTY (2009) The research on the critical success factors of knowledge management and classification framework project in the Executive Yuan of Taiwan Government. Expert Systems with Applications 36(3 PART 1):5376–5386.CrossRefGoogle Scholar
Chiou J-S, Wu L-Y, & Sung Y-P (2009) Buyer satisfaction and loyalty intention in online auctions — online auction web site versus online auction seller. JOSM 20(5):521–543.Google Scholar
Choi W, Yoo D (2009) Software assurance towards better IT service. JoSS 1(1):31–56.Google Scholar
Coes G, Schotanus K (2009) Certification: Who dares? IT Professional 11(3):50–52.CrossRefGoogle Scholar
Dallaway E (2010) Securing third parties? Yes we CAMM! Infosecurity 7(5):28–31.CrossRefGoogle Scholar
Diao YX, Keller A (2006) Quantifying the complexity of IT service management processes. Large Scale Management of Distributed Systems, Proceedings. State R, VanDerMeer S, Osullivan D and Pfeifer T. 4269:61–73.CrossRefGoogle Scholar
Ding XD, Huang Y, & Verma R (2011) Customer experience in online financial services: A study of behavioral intentions for techno-ready market segments. JOSM 22(3):344–366.Google Scholar
Donko D, Traljic I (2009) Measurement of service effectiveness and establishment of baselines. WSEAS Transactions on Information Science and Applications 6(8):1310–1319.Google Scholar
Dumitriu D (2008) Assuring quality in it service management. UPB Scientific Bulletin, Series D: Mechanical Engineering 70(1):145–154.Google Scholar
Dwyer J (2006) The final technology frontier. Manufacturing Engineer 85(2):36–39.CrossRefGoogle Scholar
Edgeman RL, Bigio D, & Ferleman T (2005) Six Sigma and business excellence: Strategic and tactical examination of IT service level management at the office of the chief technology officer of Washington, DC. Quality and Reliability Engineering International 21(3):257–273.CrossRefGoogle Scholar
Edvardsson B, Gustafsson A & Roos L-U (2010) Improving the prerequisites for customer satisfaction and performance: A study of policy deployment in a global truck company. IJQSS 2(2).
Enquist B, Camén C, & Johnson M (2011) Contractual governance for public service value networks. JOSM 22(2):217–241.Google Scholar
Essén A (2009). The emergence of technology-based service systems-a case study of telehealth project in Sweden. JOSM 20(1):98–121.Google Scholar
Fink A (2005) Conducting Research Literature Research: From Internet to Paper, Sage Publications.
Furtmueller E, van Dick R, & Wilderom C (2011) Service behaviours of highly committed financial consultants. JOSM 22(3):317–343.Google Scholar
Galup SD, Dattero R, Quan JJ, & Conger S (2009) An overview of IT service management. Communications of the ACM 52(5):124–127.CrossRefGoogle Scholar
Gao F, Qiu X (2010) A feedback control mechanism for adaptive SLO maintenance in dynamic service level management. Frontiers of Electrical and Electronic Engineering in China 5(2):188–196.CrossRefGoogle Scholar
Garcia F, Bertoa MF, Calero C, Vallecillo A, Ruiz F, Piattini M, & Genero M (2006) Towards a consistent terminology for software measurement. IST 48, 631–644.Google Scholar
Geum Y, Seol H, Lee S, Park Y (2009) Application of fault tree analysis to the service process: service tree analysis approach. JOSM 20(4):433–454.Google Scholar
Grönroos C, Helle R (2010) Adopting a service logic in manufacturing-conceptual foundation and metric for mutual value creation. JOSM 21(5):564–590.Google Scholar
Guenzi P, Johnson MD, Castaldo S (2009) A comprehensive model of customer trust in two retail stores. JOSM 20(3):290–316.Google Scholar
Hickey J, Siegel J (2008) Improving service delivery through integrated quality initiatives: A case study. IBM Systems Journal 47(1):167–178.CrossRefGoogle Scholar
Hosseini R, Mazinani M (2006) A fuzzy approach for measuring IT effectiveness of business processes. WSEAS Transactions on Information Science and Applications 3(11):2250–2255.Google Scholar
Huberman BA, Wu F, & Zhang L (2005) Ensuring trust in one time exchanges: Solving the QoS problem. NETNOMICS: Economic Research and Electronic Networking 7(1):27–37.CrossRefGoogle Scholar
Indounas K, Avlonitis G J (2009) Pricing objectives and their antecedents in the services sector. JOSM 20(3):343–374.Google Scholar
Ishibashi K (2007) Maintaining quality of service based on ITIL-based IT service management. Fujitsu Scientific and Technical Journal 43(3):334–344.Google Scholar
ISO/IEC 20000-4 (2010) ISO/IEC TR 20000-4:2010 Information Technology-Service Management-Part 4:Process reference model, ISO/IEC SC7.
ISO/IEC 25010 (2009) ISO/IEC FCD 25010, Systems and software engineering-System and software product Quality Requirements and Evaluation (SQuaRE)-System and software models.
Jia R, Reich BH, & Pearson JM (2008) IT service climate: An extension to IT service quality research. Journal of the Association of Information Systems 9(5):294–320.Google Scholar
Jia R, Reich B H (2011) IT service climate-an essential managerial tool to improve client satisfaction with IT service quality. ISM 28(2):174–179.Google Scholar
Jiang H, Liu A, Wang Z, & Liu S (2009) Service Quality Evaluation Method for Communitybased Software Outsourcing Process-IBM Research Report. Computer Science 8.
Kang H, Bradley G (2002) Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems 3(3):151–164.CrossRefGoogle Scholar
Keller A, Brown AB, & Hellerstein JL (2007) A configuration complexity model and its application to a change management system. IEEE TNSM 4(1):13–27.Google Scholar
Kim D (2010). An integrated framework of HoQ and AHP for the QOE improvement of network-based ASP services. Annales des Telecommunications/Annals of Telecommunications 65(1–2):19–29.CrossRefGoogle Scholar
Kim J, Hong S, Min J, Lee H (2011) Antecedents of application service continuance: A synthesis of satisfaction and trust. Expert Systems with Applications 38(8):9530–9542.CrossRefGoogle Scholar
Kotani M, Iijima J (2008). IT applications portfolio management under business and implementation uncertainty. Journal of Systems Science and Systems Engineering 17(1):109–124.CrossRefGoogle Scholar
Kumaran S, Bishop P, Chao T, Dhoolia P, Jain P, Jaluka R, Ludwig H, Moyer A, & Nigam A (2007) Using a model-driven transformational approach and service-oriented architecture for service delivery management. IBM Systems Journal 46(3):513–529.CrossRefGoogle Scholar
Kundu GK, Manohar BM, & Bairi J (2011) IT support service: Identification and categoryzation of wastes. International Journal of Value Chain Management 5(1):68–71.Google Scholar
Ladhari R (2009) A review of twenty years of SERVQUAL research. IJQSS 1(2).
Lanjananda P, Patterson P G (2009) Determinants of customer-oriented behavior in a health care context. JOSM 20(1):5–32.Google Scholar
Lepmets M, Ras E, & Renault A (2011) A Quality Measurement Framework for IT Services. Annual Conference on Service Research and Innovation 2011, San Jose, California, IEEE.
Lin CP, Ding CG (2009) Comparing the main effects and moderating effects of education among three models in IT service: A quantitative approach. Quality and Quantity 43(4):617–633.CrossRefGoogle Scholar
Lin S-P, Chan Y-H (2011) Enhancing service quality improvement strategies by integrating Kano’s model with importance-performance analysis. IJSTM 16(1):28–48.CrossRefGoogle Scholar
Liu L, Yetton P (2010) Sponsorship and IT vendor management of projects. Journal of Information Technology 25(1):56–64.CrossRefGoogle Scholar
Liu S, Liu Y, Jiang H, Wang Z, & Xu XF (2011) Service Quality Evaluation Method for Community-Based Software Outsourcing Process. IJSSMET 2(1):1–14.Google Scholar
Lloyd V, Rudd C (2007) ITIL Service Design. ITIL. Office of Government Commerce. London, TSO, 334.Google Scholar
Longbottom D, Hilton J (2011) Service improvement: lessons from the UK financial services sector. IJQSS 3(1).
Markl C, Hühn O, & Bichler M (2010) Short-term performance management by prioritybased queueing. Service Oriented Computing and Applications 4(3):169–180.CrossRefGoogle Scholar
Martin A (2003) What drives the configuration of information technology projects? Exploratory research in 10 organizations. Journal of Information Technology 18(1):1–15.CrossRefGoogle Scholar
McNaughton B, Ray P, & Lewis L (2010) Designing an evaluation framework for IT service management. Information and Management 47(4):219–225.CrossRefGoogle Scholar
Michel S, Bowen D, & Johnston R (2009) Why service recovery fails: tensions among customer, employee, and process perspectives. JOSM 20(3):253–273.Google Scholar
Milanovic N, Milic B (2011) Automatic generation of service availability models. IEEE TSC 4(1):56–69.Google Scholar
Nazimoǧlu O, Özsen Y (2010) Analysis of risk dynamics in information technology service delivery. Journal of Enterprise Information Management 23(3):350–364.CrossRefGoogle Scholar
Noone BM, Kimes SE, Mattila AS, & Wirtz J (2009) Perceived service encounter pace and customer satisfaction-an empirical study of restaurant experiences. JOSM 20(4):380–403.Google Scholar
Parasuraman A, Berry L, Zeithaml V (1991) Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing 67(4):420–450.Google Scholar
Paschke A, Bichler M (2008) Knowledge representation concepts for automated SLA management. Decision Support Systems 46(1):187–205.CrossRefGoogle Scholar
Pauley W (2010) Cloud provider transparency: An empirical evaluation. IEEE Security and Privacy 8(6):32–39.CrossRefGoogle Scholar
Pietsch W (2005) Customer-oriented specification and evaluation of IT service level agree ments. Software Process Improvement, Proceedings. Richardson I, Abrahamsson P and Messnarz R. 3792, 83–94.CrossRefGoogle Scholar
Pitt LF, Watson RT, & Kavan CB (1995) Service Quality-a measure of information systems effectiveness. MIS Quarterly 19(2):173–187.CrossRefGoogle Scholar
Pollard C, Cater-Steel A (2009) Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian companies: An exploratory study. ISM 26(2):164–175.Google Scholar
Polter S, Verheijen T, & van Selm L (2008) ISO/IEC 20000-An Introduction. Zaltbommel, Van Haren Publishing.Google Scholar
Poujol JF (2009) Management of sales advisers and service climate: an experiment. JOSM 20(3):274–289.Google Scholar
Praeg C-P (2011) Framework for IT Service Value Engineering. Quality Management for IT Services-Perspectives on Business and Process Performance. Praeg C-P and Spath D. Hershey, PA, IGI Global, 274–297.Google Scholar
PSM (2000) Practical Software and Systems Measurement: A Foundation for Objective Project Management, v. 4.0b1 www.psmsc.com
. DoD Implementation Guide.
Punjaisri K, Evanschitzky H, & Wilson A (2009) Internal branding: an enabler of employees’ brand-supporting behaviours. JOSM 20(2):209–226.Google Scholar
Purcařea A A, Sandovici L, & Dumitriu D (2008) Today’s IT challenges: Quality web services and service oriented architectures. UPB Scientific Bulletin, Series D: Mechanical Engineering 70(1):43–52.Google Scholar
Radhakrishnan R, Mark K, & Powell B (2008) IT service management for high availability. IBM Systems Journal 47(4):549–561.CrossRefGoogle Scholar
Ramachandran V, Gopal A (2010) Managers’ judgments of performance in IT services outsourcing. JMIS 26(4):181–218.Google Scholar
Ramseook-Munhurrun P, Naidoo P, & Nundlall P (2010) A proposed model for measuring service quality in secondary education. IJQSS 2(3).
Rodosek GD (2002) Quality aspects in IT service management. Management Technologies for E-Commerce and E-Business Applications, Proceedings. Feridum M, Kropf P and Babin G. 2506, 82–93.CrossRefGoogle Scholar
Roos I, Friman M, & Edvardsson B (2009) Emotions and stability in telecom-customer relationships. Journal of Service Management 20(2):192–208.CrossRefGoogle Scholar
Roos I, Friman M, & Edvardsson B (2009) Emotions and stability in telecom-customer relationships. JOSM 20(2):192–208.Google Scholar
Sakurai A (2007) Achieving integrated IT service management. Fujitsu Scientific and Technical Journal 43(3):345–353.Google Scholar
Saunderson PR, Ross WF (2002) Training for integration. Leprosy Review 73(2):130–137.Google Scholar
Sauvé J, Marques F, Moura A, Sampaio M, Jornada J, & Radziuk E (2005) SLA design from a business perspective. Ambient Networks. 3775, 72–83.CrossRefGoogle Scholar
Sauvé JP, Moura A, & Marques FT (2009) Business-driven design of infrastructures for IT services. Journal of Network and Systems Management 17(4):422–456.CrossRefGoogle Scholar
Sauveć J, Santos R, Rebouças R, Moura A, & Bartolini C (2008) Change priority determination in IT service management based on risk exposure. IEEE TNSM 5(3):178–187.Google Scholar
Sen S, Raghu TS, & Vinze A (2009) Demand heterogeneity in IT infrastructure services: Modeling and evaluation of a dynamic approach to defining service levels. Information Systems Research 20(2):258–276.CrossRefGoogle Scholar
Seth N, Deshmukh S G (2005) Service quality models: a review. International Journal of Quality and Reliability Management 22(9).
Sharifi M, Ayat M, Sahibudin S, & Ibrahim S (2008) An empirical study identifying high perceived value KPIs of incident management process in organizations. International Journal of Simulation: Systems, Science and Technology 9(4):16–24.Google Scholar
Slatten T (2011). Antecedents and effects of employees’ feelings of joy on employees’ innovative behavior. IJQSS 3(1).
Spath D, Bauer W, & Praeg C-P (2011) IT Service Quality Management: Assumptions, Frameworks and Effects on Business Performance. Quality Management for IT Services -Perspectives on Business and Process Performance. Praeg C-P and Spath D. Hershey, PA, IGI Global:1–21.Google Scholar
Spremić M (2009) IT governance mechanisms in managing IT business value. WSEAS Transactions on Information Science and Applications 6(6):906–915.Google Scholar
Suarez-Barraza M, Ramis-Pujol J, & Llabres X T-M (2009) Continuous process improvement in Spanish local government: Conclusions and recommendations. IJQSS 1(1).
Sultan P, Wong HY (2010) Service quality in higher education-a review and research agenda. IJQSS 2(2).
Teehan R, Tucker W (2010) A simplified lean method to capture customer voice. IJQSS 2(2).
Tian CH, Cao RZ, Zhang H, Li F, Ding W, & Ray B (2009) Service analytics framework for web-delivered services. IJSOI 4(4):317–332.CrossRefGoogle Scholar
Trivellas P, Dargenidou D (2009) Leadership and service quality in higher education. IJQSS 1(3):294–310.Google Scholar
Vauterin JJ, Linnanen L, & Marttila E (2011) Issues of delivering quality customer service in a higher education environment. IJQSS 3(2).
Walker RH, Johnson LW, & Leonard S (2006) Re-thinking the conceptualization of customer value and service quality within the service profit chain. Managing Service Quality 16(1):23–36.CrossRefGoogle Scholar
Watson RT, Pitt LF, & Kavan CB (1998) Measuring information systems service quality: Lessons from two longitudinal case studies. MIS Quarterly 22(1):61–79.CrossRefGoogle Scholar
Winter A (2009). The Future of Medical Informatics Some Perspectives of Intra- and Interinstitutional Information Systems. Methods of Information in Medicine 48(1):62–65.Google Scholar
Yoon YK, Im KS (2008) Evaluating IT outsourcing customer satisfaction and its impact on firm performance in Korea. International Journal of Technology Management 43(1–3): 160–175.CrossRefGoogle Scholar
Zeithaml V, Parasuraman A, & Berry L (1990) Delivering quality service: balancing customer perceptions and expectations, Free Press.
Zhao C, Gao F (2008) The business process model for IT service management. WSEAS Transactions on Systems 7(12):1494–1503.Google Scholar
Zhu JC, Ramanathan R, & Ramanathan U (2011) Measuring Service Quality using SERVQUAL and AHP: An application to a Chinese IT company and comparison. IJSOM 8(4):418–432.CrossRefGoogle Scholar