First Advisor

Van Dusen, Donna

Second Advisor

Dixon-Krausse, Pam

College

College for Professional Studies

Degree Name

MS Management

School

School of Management

Document Type

Thesis - Open Access

Number of Pages

43 pages

Abstract

KidsPeace experienced symptoms that impacted the quality of IS customer service. Action research was an effective research model to investigate these symptoms. Information collected from questionnaires and secondary data showed available support material, availability, and reliability were the lowest rated categories while courteousness, willingness to help, and quality ranked highest. The collaborative team identified three main themes including unfamiliarity with existing help desk resources, the help desk potentially not meeting expected service levels, and KPNE employees preferring to contact local resources. An evaluation of the proposed interventions training, marketing and implementing a service level agreement, resulted in a recommendation to increase training and in-house marketing as a first step to improving the quality of information systems customer service.

Date of Award

Fall 2006

Location (Creation)

Colorado (state); Denver (county); Denver (inhabited place)

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.

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