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Information Technology Manager's Perspective on Experiences with Service Quality and Customer Satisfaction : = A Phenomenology Study.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	Information Technology Manager's Perspective on Experiences with Service Quality and Customer Satisfaction :/
Reminder of title:	A Phenomenology Study.
Author:	Porter, Sherry A.
Description:	1 online resource (211 pages)
Notes:	Source: Dissertation Abstracts International, Volume: 79-01(E), Section: B.
Subject:	Operations research. -
Online resource:	click for full text (PQDT)
ISBN:	9780355203660

Information Technology Manager's Perspective on Experiences with Service Quality and Customer Satisfaction : = A Phenomenology Study.
Porter, Sherry A.

Information Technology Manager's Perspective on Experiences with Service Quality and Customer Satisfaction :A Phenomenology Study. - 1 online resource (211 pages)

Source: Dissertation Abstracts International, Volume: 79-01(E), Section: B.

Thesis (DM/IST)--University of Phoenix, 2016.

Includes bibliographical references

The general problem was that, in the competitive telecommunications industry, information technology service providers have to develop ways to improve on customer satisfaction and service quality during service disruptions to meet service level agreements. A descriptive phenomenological study was used to explore the lived experiences and perceptions of 10 information technology (IT) managers to understand the successes, challenges, benefits, and best practices of a cross-functional team (CFT) in information technology operations used to improve service quality and customer satisfaction during service disruptions for a large Information Technology Service Provider (ITSP) in the Potomac Region. The current study employed in-depth interviews through the use of open-ended questions with 10 IT managers in an IT operations environment of a large Information Telecommunications Service Provider (ITSP) in the Potomac Region. The IT managers participated in the interview process and offered an account of their lived experiences and perceptions with regards to working with a cross-functional team in IT operations. Nvivo 10 software was used to maintain and analyze the data. Data analysis revealed three emerging themes: (a) communication/information sharing, (b) standardized objectives and procedures, (c) goals vs. company. The themes helped to provide a richer understanding of the use of cross-functional strategies in IT operations through the perspectives of 10 IT managers working with a CFT in IT operations during service disruptions. The use of CFT in information technology added to the existing research and contributed new knowledge with regards to CFT strategies used in an IT operations environment.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018

Mode of access: World Wide Web

ISBN: 9780355203660Subjects--Topical Terms:

573517
Operations research.
Index Terms--Genre/Form:

554714
Electronic books.

Information Technology Manager's Perspective on Experiences with Service Quality and Customer Satisfaction : = A Phenomenology Study.
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520 $a The general problem was that, in the competitive telecommunications industry, information technology service providers have to develop ways to improve on customer satisfaction and service quality during service disruptions to meet service level agreements. A descriptive phenomenological study was used to explore the lived experiences and perceptions of 10 information technology (IT) managers to understand the successes, challenges, benefits, and best practices of a cross-functional team (CFT) in information technology operations used to improve service quality and customer satisfaction during service disruptions for a large Information Technology Service Provider (ITSP) in the Potomac Region. The current study employed in-depth interviews through the use of open-ended questions with 10 IT managers in an IT operations environment of a large Information Telecommunications Service Provider (ITSP) in the Potomac Region. The IT managers participated in the interview process and offered an account of their lived experiences and perceptions with regards to working with a cross-functional team in IT operations. Nvivo 10 software was used to maintain and analyze the data. Data analysis revealed three emerging themes: (a) communication/information sharing, (b) standardized objectives and procedures, (c) goals vs. company. The themes helped to provide a richer understanding of the use of cross-functional strategies in IT operations through the perspectives of 10 IT managers working with a CFT in IT operations during service disruptions. The use of CFT in information technology added to the existing research and contributed new knowledge with regards to CFT strategies used in an IT operations environment.
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