By Ronnie Jia and Blaize Horner Reich
Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing the concept of an IT service climate - a validated ten-item instrument that significantly explained client ratings of IT service quality.The authors recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.