A study plan of the impact of service climate on service productivity in the organizational context

Bin Ding, Xin Xu

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review

Abstract

This research-in-progress examines the impact of service climate on service productivity in IT departments in the context of enterprise system (ES) implementation. We propose that as an IT department provides internal services to other functional units in an organization, its service climate will determine its service productivity-in our case the contribution of ES to organizational performance. Furthermore, we propose that leadership factors will influence this relationship. Particularly, CIO's service leadership will positively influence service climate in the IT department, which in turn influences higher service productivity. CEO's transformational leadership moderates the relationship between service leadership and service climate. We outline the plan for our empirical study and discuss implications from our research. Our study aims to contribute to the service science literature by adapting service climate research to a new context-ES implementation inside organizations.
Original languageEnglish
Title of host publication18th Americas Conference on Information Systems 2012, AMCIS 2012
Pages2847
Number of pages1
Volume4
Publication statusPublished - 1 Dec 2012
Event18th Americas Conference on Information Systems 2012, AMCIS 2012 - Seattle, WA, United States
Duration: 9 Aug 201212 Aug 2012

Conference

Conference18th Americas Conference on Information Systems 2012, AMCIS 2012
CountryUnited States
CitySeattle, WA
Period9/08/1212/08/12

Keywords

  • Service climate
  • Service leadership
  • Transformational leadership

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Computer Science Applications
  • Information Systems
  • Library and Information Sciences

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