A Note On SERVQUAL Reliability And Validity In Information System Service Quality Measurement
Jiang, James J.; Klein, Gary; Crampton,  Suzanne M.
Decision Sciences, Summer 2000, Vol. 31  Issue 3, p725, 20p

An integrative framework for IS quality  management
Stylianou, Antonis C.; Kumar, Ram L.
Communications of the ACM, Sep 2000, Vol.  43 Issue 9, p99, 6p

Cautions On The Use Of The SERVQUAL Measure To Assess The Quality Of Information Systems Services
Van Dyke, Thomas P.; Prybutok, Victor R.;  Kappelman, Leon A
Decision Sciences, Summer 1999, Vol. 30  Issue 3, p877, 15p

Measuring Information System Service Quality:  SERVQUAL from the Other Side
Jiang, James J; Klein,Gary; Carr.  Christopher L.
MIS Quarterly, Jun 2002, Vol. 26 Issue 2,  p145, 22p

Measuring Information Systems Service Quality: Concerns For A Complete Canvas
Pitt, Leyland F.; Watson, Richard T.
MIS Quarterly, Jun 1997, Vol. 21 Issue 2,  p209, 13p

Measuring Information Systems Service Quality: Concerns On The Use Of The SERVQUAL Questionnaire
Van Dyke, Thomas P.; Kappelman, Leon A.; Prybutok, Victor R.
MIS Quarterly, Jun 1997, Vol. 21 Issue 2,  p195, 14p

Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies
Watson, Richard T.; Pitt, Leyland F.;  Kavan, C. Bruce
MIS Quarterly, Mar 1998, Vol. 22 Issue 1,  p61, 19p

Pragmatic Perspectives On The Measurement Of Information Systems Service Quality
Kittinger, William J.; Lee, Choong C.
MIS Quarterly, Jun 1997, Vol. 21 Issue 2,  p223, 18p

Replication Of Measures In Information Systems Research: The Case Of IS SERVQUAL
Kettinger, William J.; Lee, Choong C.
Decision Sciences, Summer 1999, Vol. 30  Issue 3, p893, 7p

Service Quality: A Measure Of Information  Systems Effectiveness
Pitt, Leyland F.; Watson, Richard T.
MIS Quarterly, Jun 1995, Vol. 19 Issue 2,  p173, 15p

The Effect Of Service Quality And Partnership  On The Outsourcing Of Information Systems Functions
Grover, Varun; Cheon, Myun Joong; Teng,  James T.C.
Journal of Management Information Systems, Spring 1996, Vol. 12 Issue 4, p89, 28p

-- Service Quality --
(Measures of the quality of information system services)

SERVQUAL is a tool developed to assess general service quality for Marketing researchers.  Pitt and Watson¹ enhanced the Delone and McLean to include Service Quality as one of the determinants to information system effectiveness.

¹ Pitt, Leyland F.; Watson, Richard T. "Measuring information systems service quality: Concerns for a complete canvas." MIS Quarterly, Jun 1997, Vol. 21 Issue 2, pp. 209-223.