The Electronic Journal of Business Research Methods provides perspectives on topics relevant to research in the field of business and management
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Journal Issue
Volume 1 Issue 1 / Jan 2002  pp1‑58

Editor: Arthur Money

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The Dimension of Time: Historiography in Information Systems Research  pp1‑10

Frank Bannister

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E‑Business Research Practice: Towards an Agenda  pp11‑19

Stephen Drew

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Constructing a Theory of 'IS Business Value' from the Literature  pp20‑26

Marguerite C Cronk, Edmond P Fitzgerald

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Co‑operative Inquiry: Reflections on Practice  pp27‑37

Briony J Oates

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Towards an Informed Evaluation of Information Systems Services' Quality: The Development and Application of the Template Process  pp38‑45

Mark NK Saunders, Christine S Williams

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In this paper, we review literature on existing measures of service quality applicable to information systems services. We offer the Template Process as an alternative to more traditional methods, illustrating the process with findings from research into the quality of an IS service in a major UK Electronics company as perceived and expected by both service users and deliverers. We conclude with a discussion of the merits and shortcomings of the Template Process and suggestions for further research. 


Keywords: Service Quality, Information Systems, Template Process


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Research Strategies — Beyond the Differences  pp46‑49

Dan Remenyi

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Gender Reflexivity: A Missing Element from Action Research in Information Systems  pp50‑58

Teresa Waring

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