ABSTRACT
This paper evaluates facets of the critical role of IT (Information Technology) services imparted by the firm’s IT personnel, as a business process function within the firm’s intra-organizational network, to internal users who avail of these services for operating purposes in their respective business facilities’ scape. The narrative explicates key elements of IT service management and IT service quality frameworks bridged along operating dynamics of the internal IT user’s perspectives. The yielded nomology positions the firm’s IT services entity as a functionally aligned quality-centric service-provider to the internal IT users as its intra-organizational client body in this enterprise-bound value-chained intrinsic dyadic transactional and relational exchange. It offers a resultant research model based on the nomological conjectures among the constructs emergent from varied rationales on several facets and technicalities of intrafirm IT service quality and user prerogatives in conjunction with our connected schema of reasoning on those pertinent service process parameters. Herein the key thematic objective of firm’s internal IT user satisfaction with IT services manifests as our main explanandum posited as being impacted by our explanans pertaining to technology affiliated factors defining the pertinent IT services scape in conjunction with user associated determinants driving individual IT utility attitude and behavioral confines.
Keywords
IT Service, Process, Quality, Management, Internal User, Functions, Operations, Strategy.