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.

► The study examines IT Service Quality through the lens of Service Climate. ► We validate a parsimonious empirical measure for the IT Service Climate construct. ► Using IT and client data, we show how a favorable IT Service Climate leads to high service quality provided to clients. ► We identify a set of climate antecedents that IT managers can target in order to build a more favorable service climate. ► The Service Climate approach can help establish the foundation for other IT service management initiatives (e.g., ITIL).