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Conference Paper: An exploratory study of the gap between client expectations and client perceived performance of the delivered information system

TitleAn exploratory study of the gap between client expectations and client perceived performance of the delivered information system
Authors
KeywordsClient expectations
Client satisfaction
IS development projects
IS outsourcing
Project failure
System development life cycle
The gap phenomenon
Issue Date2010
PublisherAIS Electronic Library (AISeL).
Citation
The 14th Pacific Asia Conference on Information Systems (PACIS 2010), Taipei, Taiwan, 9-12 July 2010. In PACIS 2010 Proceedings, 2010, p. 785-796 How to Cite?
AbstractThis exploratory study is designed to answer "what happens when the clients complain that the delivered Information Systems (IS) don't match their expectations?" This discrepancy between client expectations and the client perceived system performance at the time of system delivery can be described as a "gap". The "gap" phenomenon, the failing to match client expectations with the delivered system, will lead to client dissatisfaction, system rejection, and project failure. Since we know little about the "gap" phenomenon, and no literature has directly and systematically investigated this phenomenon before, an exploratory qualitative study was conducted to answer (1) what the gap is; and (2) how and why the gap is generated in the IS development process. Focus group interviews were conducted with project managers, developers and consultants from four leading IS developing organizations. This paper reports the findings of the first part of the exploratory study. In this study, two dimensions of the gap - the possible areas of the gap and the forms of the gap are identified and four types of the gaps are classified based on the two dimensions. We then adopt a process view to investigate how the gap is generated in the IS development process. To assist the discussion and investigation, we defined four sub-gaps - requirements definition gap, system design gap, construction gap, and system delivery gap. Propositions are proposed and a gap model is developed to explain the relationship between the four sub-gaps and the final gap.
DescriptionPaper no. 16
Persistent Identifierhttp://hdl.handle.net/10722/129964
References

 

DC FieldValueLanguage
dc.contributor.authorZheng, Zen_HK
dc.contributor.authorYen, Ben_HK
dc.contributor.authorHuang, Men_HK
dc.date.accessioned2010-12-23T08:44:56Z-
dc.date.available2010-12-23T08:44:56Z-
dc.date.issued2010en_HK
dc.identifier.citationThe 14th Pacific Asia Conference on Information Systems (PACIS 2010), Taipei, Taiwan, 9-12 July 2010. In PACIS 2010 Proceedings, 2010, p. 785-796en_US
dc.identifier.urihttp://hdl.handle.net/10722/129964-
dc.descriptionPaper no. 16-
dc.description.abstractThis exploratory study is designed to answer "what happens when the clients complain that the delivered Information Systems (IS) don't match their expectations?" This discrepancy between client expectations and the client perceived system performance at the time of system delivery can be described as a "gap". The "gap" phenomenon, the failing to match client expectations with the delivered system, will lead to client dissatisfaction, system rejection, and project failure. Since we know little about the "gap" phenomenon, and no literature has directly and systematically investigated this phenomenon before, an exploratory qualitative study was conducted to answer (1) what the gap is; and (2) how and why the gap is generated in the IS development process. Focus group interviews were conducted with project managers, developers and consultants from four leading IS developing organizations. This paper reports the findings of the first part of the exploratory study. In this study, two dimensions of the gap - the possible areas of the gap and the forms of the gap are identified and four types of the gaps are classified based on the two dimensions. We then adopt a process view to investigate how the gap is generated in the IS development process. To assist the discussion and investigation, we defined four sub-gaps - requirements definition gap, system design gap, construction gap, and system delivery gap. Propositions are proposed and a gap model is developed to explain the relationship between the four sub-gaps and the final gap.en_HK
dc.languageengen_US
dc.publisherAIS Electronic Library (AISeL).-
dc.relation.ispartofPACIS 2010 - 14th Pacific Asia Conference on Information Systemsen_HK
dc.rightsCreative Commons: Attribution 3.0 Hong Kong License-
dc.subjectClient expectationsen_HK
dc.subjectClient satisfactionen_HK
dc.subjectIS development projectsen_HK
dc.subjectIS outsourcingen_HK
dc.subjectProject failureen_HK
dc.subjectSystem development life cycleen_HK
dc.subjectThe gap phenomenonen_HK
dc.titleAn exploratory study of the gap between client expectations and client perceived performance of the delivered information systemen_HK
dc.typeConference_Paperen_HK
dc.identifier.emailYen, B: benyen@hkucc.hku.hken_HK
dc.identifier.authorityYen, B=rp01121en_HK
dc.description.naturepublished_or_final_version-
dc.identifier.scopuseid_2-s2.0-84855997790en_HK
dc.identifier.hkuros176413en_US
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-84855997790&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.spage785en_HK
dc.identifier.epage796en_HK
dc.description.otherThe 14th Pacific Asia Conference on Information Systems (PACIS 2010), Taipei, Taiwan, 9-12 July 2010. In PACIS 2010 Proceedings, 2010, p. 785-796-
dc.identifier.scopusauthoridZheng, Z=55457561500en_HK
dc.identifier.scopusauthoridYen, B=7102564239en_HK
dc.identifier.scopusauthoridHuang, M=7404260073en_HK

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