Gacenga, Francis and Cater-Steel, Aileen and Tan, Wui-Gee (2011) Towards a framework and contingency theory for performance measurement: a mixed-method approach. In: PACIS 2011: Quality Research in Pacific Asia, 7-11 Jul 2011, Brisbane, Australia.
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Few guidelines exist for industry practitioners on the performance measurement of IT Service Management (ITSM). Little academic research has been conducted on the performance measurement of ITSM. We propose to develop a framework and contingency theory for the performance measurement of ITSM by using a combination of methods and paradigms. We present a novel approach of mixed methods combining rigour and relevance. A review of the existing industry and academic literature reveals that there exists a gap in theory for performance measurement of ITSM. There is also a lack of a contextualised performance measurement framework for ITSM. Reflecting on the progress to date we find benefits in a mixed-method approach that engages with industry practitioners and academics. We share our reflections on the lessons learnt from taking this approach. Our study contributes to theory and practice in the performance measurement of ITSM. We present research in progress detailing the design, application, and critical evaluation of the research methods used in the development and evaluation of theories in information systems in relation to the performance measurement of ITSM.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Additional Information:||Authors retain copyright.|
|Uncontrolled Keywords:||multi-paradigmatic; mixed-methods; systematic literature review; performance measurement; design science|
|Depositing User:||Dr Aileen Cater-Steel|
|Date Deposited:||14 Jul 2011 04:18|
|Last Modified:||03 Jul 2013 00:41|
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