IT service climate, antecedents and IT service quality outcomes: Some initial evidence

Although many IT service management frameworks exist, we still have limited theoretical understanding of IT service quality within a broader nomological network. Building on recent conceptual work on the IT service climate construct, this study empirically establishes it as a predictor of IT service quality using survey data from both IT units and their clients. Also examined was a set of antecedents which provide a foundation upon which a favorable service climate can be built. The IT service climate instrument, when incorporated into employee feedback initiatives, can provide guidance to IT executives about practices to improve service quality. 2012 Elsevier B.V. All rights reserved.