Effect Mechanisms of Perceptual Congruence Between Information Systems Professionals and Users on Satisfaction with Service

With the proliferation of available electronic service channels for information systems (IS) users such as mobile or intranet services in companies, service interactions between IS users and IS professionals have become an increasingly important factor for organizational business-IT alignment. Despite the increasing relevance of such interactions, the implications of agreement or disagreement on the fulfillment of critical service quality factors for successful alignment and higher user satisfaction are far from being well understood. While prior research has extensively studied the question of matching different viewpoints on IS service quality in organizations, little or no attention has been paid to the role of perceptual congruence or incongruence in the dyadic relationship between IS professionals and users in forming user satisfaction with the IS function. Drawing on cognitive dissonance theory, prospect theory, and perceptual congruence research, this study examines survey responses from 169 matchi...

• 저널Journal of Management Information Systems · 29(4) · 63–96
• 토픽Technology Adoption and User Behaviour · Information Systems and Management
• DOI10.2753/mis0742-1222290402
• 저자Alexander Benlian