ABSTRACT

IS service delivery failures inside companies are value diminishing events. Information systems service providers seek to limit this value destruction but lack guidance on IS incident resolution actions that satisfy users and preserve IS service value. We apply Service-Dominant Logic (SDL) to explore what is relevant to users’ recovery service experiences while interacting with IS service providers. We use an integrated research approach including qualitative and quantitative data. We uncover actions that lead to a satisfying incident recovery and categorise them into three recovery components (responsive handling interactions, supportive communicating interactions, and effective resolving actions) that reflect IS provider resource exchanges of information, knowledge, and service skills with users in resolving incidents. We integrate these three recovery components as factors in our research model and test direct and moderating effects on value outcomes. We find that users’ recovery satisfaction results from both a “fix it fast and fully” perspective and a sense of effort and fairness conveyed. Results point to managers preserving overall IS service satisfaction and service quality by facilitating proper resource exchanges during an incident recovery.

摘要

公司内部的 IS 服务交付失败是价值递减事件。信息系统服务提供商试图限制这种价值破坏，但缺乏关于满足用户和保持 IS 服务价值的 IS 事件解决行动的指导。我们应用服务主导逻辑 (SDL) 来探索与用户恢复服务体验相关的内容，同时与 IS 服务提供商进行交互。我们采用综合研究方法，包括定性和定量数据。我们发现了导致令人满意的事件恢复的行动，并将它们分类为三个恢复组件（响应处理交互、支持性沟通交互和有效的解决操作），这些组件反映了 IS 提供商在解决事件时与用户进行的信息、知识和服务技能的资源交换. 我们将这三个恢复成分作为我们的研究模型中的因素进行整合，并测试对价值结果的直接和调节作用。我们发现，用户的恢复满意度来自“快速彻底地修复”的角度以及所传达的努力和公平感。结果表明，管理人员通过在事件恢复期间促进适当的资源交换来保持整体 IS 服务满意度和服务质量。