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Don't mind the gap: a conceptual and psychometric analysis of the individual evaluation of discrepancies in the context of is user service satisfaction

Authors:

Iris A. Junglas,

Andrew Schwarz,

Jill M. SundieAuthors Info & Claims

ACM SIGMIS Database: the DATABASE for Advances in Information Systems, Volume 45, Issue 1

Pages 9 - 28

https://doi.org/10.1145/2591056.2591058

Published: 03 March 2014 Publication History

Abstract

When researchers are interested in capturing perceived discrepancies--for example, the perceived alignment between organizational and business-unit strategies, or the perceived gap between expected and received service delivery--many different measurement approaches are available. This paper presents a psychometric analysis of the various measures available to capture perceived discrepancies or gaps. More specifically, a set of comparative survey-based measures, drawn from published research across various disciplines, including marketing, information systems, and organizational behavior, are examined for their applicability.

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Cited By

Zha XLiu KYan YHuang C(2020)Understanding adaptive information seeking in the context of microblogging from the cognitive switching perspectiveJournal of Librarianship and Information Science10.1177/096100062090915352:4(1237-1252)Online publication date: 12-Mar-2020
https://doi.org/10.1177/0961000620909153

Index Terms

Don't mind the gap: a conceptual and psychometric analysis of the individual evaluation of discrepancies in the context of is user service satisfaction
1. Social and professional topics
  1. Professional topics
    1. Management of computing and information systems
      1. Implementation management

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Published In

cover image ACM SIGMIS Database: the DATABASE for Advances in Information Systems

ACM SIGMIS Database: the DATABASE for Advances in Information Systems Volume 45, Issue 1

February 2014

45 pages

ISSN:0095-0033

EISSN:1532-0936

DOI:10.1145/2591056

Editors:
Andrew Schwarz
Louisiana State University
,
Wm. David Salisbury
University of Dayton
,
Colleen Schwarz
Louisiana State University

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Copyright © 2014 Authors.

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Association for Computing Machinery

New York, NY, United States

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Published: 03 March 2014

Published in SIGMIS Volume 45, Issue 1

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Cited By

Zha XLiu KYan YHuang C(2020)Understanding adaptive information seeking in the context of microblogging from the cognitive switching perspectiveJournal of Librarianship and Information Science10.1177/096100062090915352:4(1237-1252)Online publication date: 12-Mar-2020
https://doi.org/10.1177/0961000620909153

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