The moderating effects of knowledge management systems on IT service performance /
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(Published version)
Date
2009
Authors
Piao, Yang Chek,
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Type:
thesis
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Abstract
Generally, perceptions of Knowledge Management Systems (KMS) and IT service performance success have been investigated within three primary research streams - the Knowledge Management systems literature, the Service Management literature and the User Satisfaction literature. These three approaches have been developed in parallel and have not been integrated to study the effects. This thesis develops an integrated research framework that distinguishes perceptions and beliefs about the service performance and KMS which are increasingly an important element in the achievement of user satisfaction. The proposed framework was supported, providing preliminary evidence that KMS is perceived to have some moderation on service performance and the various factors which in turn, impact the user satisfaction.
School/Discipline
University of South Australia. International Graduate School of Business.
International Graduate School of Business
International Graduate School of Business
Dissertation Note
Thesis (PhD)--University of South Australia, 2009.
Provenance
Copyright 2009 Yang Chek Piao. This work is made available under the Creative Commons Attribution-NonCommercial- NoDerivs Australia 3.0 licence (http://creativecommons.org/licenses/by-nc-nd/3.0/au/)
Description
xii, 289 leaves :
colour illustrations.
Includes bibliographic references (pages 237-258)
colour illustrations.
Includes bibliographic references (pages 237-258)
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506 0#$fstar $2Unrestricted online access