The Role of Internal Business/IT Alignment and IT Governance for Service Quality in IT Outsourcing Arrangements.
Frank SchlosserHeinz-Theo WagnerDaniel BeimbornTim WeitzelPublished in: HICSS (2010)
Keyphrases
- service quality
- information systems
- service providers
- electronic commerce
- competitive advantage
- information technology
- competitive environment
- customer satisfaction
- senior management
- business process
- user satisfaction
- business strategy
- customer loyalty
- information quality
- customer support
- call center
- online shopping
- quality of service
- business processes
- e government
- databases
- data mining
- knowledge management
- business rules
- database systems
- decision making
- incident management
- public sector
- inter organizational
- customer relationship management
- job satisfaction
- business models
- statistically significant