Customer Experience for IT Service Delivery

This is a broad and interesting area…


In addition to those below, what references do you suggest?


Measuring customer experience is always a challenge.  Even when outcomes are objective, customer experience is subjective and unique to each customer in context…


1. Call Center


Feinberg, R. A., Kim, I. S., Hokama, L., de Ruyter, K., & Keen, C. (2000). Operational determinants of caller satisfaction in the call center. International Journal of Service Industry Management, 11(2), 131-141.


Froehle, C. M., & Roth, A. V. (2004). New measurement scales for evaluating perceptions of the technology-mediated customer service experience. Journal of Operations Management, 22(1), 1-21.


Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418.


Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83-96.


Aksin, Z., Armony, M., & Mehrotra, V. (2007). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16(6), 665-688.


Maglio, P. P., Srinivasan, S., Kreulen, J. T., & Spohrer, J. (2006). Service systems, service scientists, SSME, and innovation. Communications of the ACM, 49(7), 81-85.


Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of marketing Science, 28(1), 138-149.




2.  Data Centers


Wustenhoff, E., & BluePrints, S. (2002). Service level agreement in the data center. Sun Microsystems Professional Series.


DeCandia, G., Hastorun, D., Jampani, M., Kakulapati, G., Lakshman, A., Pilchin, A., … & Vogels, W. (2007, October). Dynamo: amazon’s highly available key-value store. In ACM Symposium on Operating Systems Principles: Proceedings of twenty-first ACM SIGOPS symposium on Operating systems principles (Vol. 14, No. 17, pp. 205-220).


Armbrust, M., Fox, A., Griffith, R., Joseph, A. D., Katz, R., Konwinski, A., … & Zaharia, M. (2010). A view of cloud computing. Communications of the ACM, 53(4), 50-58.


Zeithaml, V. A., & Berry, L. L. (1993). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), 1-12.


Janssen, M., & Joha, A. (2006). Motives for establishing shared service centers in public administrations. International Journal of Information Management, 26(2), 102-115.


Demirkan, H., Kauffman, R. J., Vayghan, J. A., Fill, H. G., Karagiannis, D., & Maglio, P. P. (2009). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7(4), 356-376.


Kandogan, E., Maglio, P., Haber, E., & Bailey, J. (2012). Taming Information Technology: Lessons from Studies of System Administrators. Oxford University Press.



3.  ITIL


Hochstein, A., Zarnekow, R., & Brenner, W. (2005, March). ITIL as common practice reference model for it service management: Formal assessment and implications for practice. In e-Technology, e-Commerce and e-Service, 2005. EEE’05. Proceedings. The 2005 IEEE International Conference on (pp. 704-710). IEEE.


Bartolini, C., & Sallé, M. (2004). Business driven prioritization of service incidents. In Utility Computing (pp. 64-75). Springer Berlin Heidelberg.


Rai, A., & Sambamurthy, V. (2006). Editorial notes—the growth of interest in services management: opportunities for information systems scholars. Information Systems Research, 17(4), 327-331.



3.  e-Service, Social Media and Mobile



Cermak, D. S., File, K. M., & Prince, R. A. (2011). Customer participation in service specification and delivery. Journal of Applied Business Research (JABR), 10(2), 90-97.


Berry, L. L., Shankar, V., Parish, J. T., Cadwallader, S., & Dotzel, T. (2006). Creating new markets through service innovation.


Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: capturing total customer engagement value. Journal of Service Research, 13(3), 297-310.


Libai, B., Bolton, R., Bügel, M. S., de Ruyter, K., Götz, O., Risselada, H., & Stephen, A. (2010). Customer-to-customer interactions: broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267-282.


Rowley, J. (2006). An analysis of the e-service literature: towards a research agenda. Internet Research, 16(3), 339-359.


Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311-330.


Chen, J. V., Yen, D. C., & Chen, K. (2009). The acceptance and diffusion of the innovative smart phone use: A case study of a delivery service company in logistics. Information & Management, 46(4), 241-248.


Kangas, E., & Kinnunen, T. (2005). Applying user-centered design to mobile application development. Communications of the ACM, 48(7), 55-59.


Lu, J., Yao, J. E., & Yu, C. S. (2005). Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology. The Journal of Strategic Information Systems, 14(3), 245-268.


Ngai, E. W., & Gunasekaran, A. (2007). A review for mobile commerce research and applications. Decision Support Systems, 43(1), 3-15.


Matthing, J., Sanden, B., & Edvardsson, B. (2004). New service development: learning from and with customers. International Journal of Service Industry Management, 15(5), 479-498.


Kristensson, P., Matthing, J., & Johansson, N. (2008). Key strategies for the successful involvement of customers in the co-creation of new technology-based services. International Journal of Service Industry Management, 19(4), 474-491.


De Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, 12(2), 184-207.



4.  Enterprise Applications, SOA, SaaS. Cloud Computing


Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing, 201-209.


Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 167-176.


Chase, R. B., & Apte, U. M. (2007). A history of research in service operations: What’s the< i> big idea</i>?. Journal of Operations Management, 25(2), 375-386.


Papazoglou, M. P., & Van Den Heuvel, W. J. (2007). Service oriented architectures: approaches, technologies and research issues. The VLDB journal, 16(3), 389-415.


Karimi, J., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125-158.


Chesbrough, H., & Spohrer, J. (2006). A research manifesto for services science. Communications of the ACM, 49(7), 35-40.


Waters, B. (2005). Software as a service: A look at the customer benefits. Journal of Digital Asset Management, 1(1), 32-39.


Alter, S. (2008). Service system fundamentals: Work system, value chain, and life cycle. IBM Systems Journal, 47(1), 71-85


Lai, J. Y. (2006). Assessment of employees’perceptions of service quality and satisfaction with e-business. International Journal of Human-Computer Studies, 64(9), 926-938.


Sanford, L. S., & Taylor, D. (2005). Let go to grow: Escaping the commodity trap. Prentice Hall.


Benlian, A., Hess, T., & Buxmann, P. (2009). Drivers of SaaS-adoption–an empirical study of different application types. Business & Information Systems Engineering, 1(5), 357-369.


Benlian, A., Koufaris, M., & Hess, T. (2011). Service quality in software-as-a-service: developing the SaaS-Qual measure and examining its role in usage continuance. Journal of Management Information Systems, 28(3), 85-126.


Hu, H., & Zhang, J. (2013, January). The Evaluation System for Cloud Service Quality Based on SERVQUAL. In Proceedings of the 2012 International Conference on Information Technology and Software Engineering (pp. 577-584). Springer Berlin Heidelberg.

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