To build my research model, I would like to learn more how IT/IS service quality has effected on a company profitability and how this has been proven empirically.
I would suggest to refer to service oriented architecture and ServeQual model, UTAUT model and related literature.
Hello Kimmo
I suggest you to check IS success model of Delone and Mclean. Their model includes service quality factor investigating its relation with user satisfaction and intention to use.
Wish you bests with your research
Thanks Emre I agree DeLone McLean is an excellent reference and I have already worked from IS success model through IS service quality to the point that I am linking Reliability with IS service level factors (measurable variables) and IT/IS Continuity management maturity level (latent variable). My challenge is to find researches where IS success is measured by using finance metrics related to profitability e.g. cost saving and IS service quality impact to this economic factor.
May be these articles are useful as reference:
Good luck
http://vmkrcmar23.informatik.tu-muenchen.de/2145/1/11th_WISSS_final.pdf#page=11
http://trove.nla.gov.au/version/224969896
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