Advanced Search
MyIDEAS: Login to save this article or follow this journal

A Framework for Service Management of Information Systems

Contents:

Author Info

  • Gary M. Kern
Registered author(s):

    Abstract

    Many information systems functions have made the transition from primarily providing their customer with information products to also providing their customers with information services. This change has implications for the way Management Information Systems (MIS) should be organized to best serve their customers. Rather than invent an entirely new approach to service design and management, MIS professionals can learn from the field of Service Management. Studying the techniques and concepts reported in Service Management, MIS professionals will find a wealth of information about improving customer service and satisfaction. This paper presents a framework for the management of information services. The framework adapts the Service Process Matrix and the Service Triad to form a basis for developing MIS architecture in support of service provision. Examples of how these concepts can be applied to MIS are provided throughout the discussion.

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www.emeraldinsight.com/journals.htm?issn=1935-5181&volume=13&issue=1&articleid=1917759&show=abstract
    Download Restriction: Articles are not free to download

    As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.

    Bibliographic Info

    Article provided by Emerald Group Publishing in its journal American Journal of Business.

    Volume (Year): 13 (1998)
    Issue (Month): 1 ()
    Pages: 49-58

    as in new window
    Handle: RePEc:eme:ajbpps:v:13:y:1998:i:1:p:49-58

    Contact details of provider:
    Web page: http://www.emeraldinsight.com

    Order Information:
    Postal: Emerald Group Publishing, Howard House, Wagon Lane, Bingley, BD16 1WA, UK
    Email:
    Web: http://www.emeraldinsight.com/abs.htm

    Related research

    Keywords: Customer service; Management information systems; MIS; Service management;

    Find related papers by JEL classification:

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:eme:ajbpps:v:13:y:1998:i:1:p:49-58. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Chris Harris).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.