Towards a framework and contingency theory for performance measurement: a mixed-method approach [Research in progress]

Gacenga, Francis and Cater-Steel, Aileen and Tan, Wui-Gee (2011) Towards a framework and contingency theory for performance measurement: a mixed-method approach [Research in progress]. In: 15th Pacific Asia Conference on Information Systems (PACIS 2011): Quality Research in Pacific, 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.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain copyright. Permanent restricted access to published version due to publisher copyright policy.
Faculty/School / Institute/Centre: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 14 Jul 2011 04:18
Last Modified: 27 Jun 2017 03:17
Uncontrolled Keywords: multi-paradigmatic; mixed-methods; systematic literature review; performance measurement; design science
Fields of Research : 10 Technology > 1006 Computer Hardware > 100605 Performance Evaluation; Testing and Simulation of Reliability
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150313 Quality Management
08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective: B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified

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