Nature versus nurture: an examination of factors that contribute to IT service quality

Abstract

As the IT unit increases its strategic alignment with the organization, technical people of all levels are required to become more customer-focused. It has been suggested that a service orientation on the part of IT personnel can be a contributing factor to the IT unit's service quality. However, IT workers do not exist in a vacuum, but must work within organizational constraints and incentives. Therefore, despite an IT worker's service orientation or lack thereof, these organizational factors may or may not encourage service oriented behaviors, which in turn affect perceived IT service quality. This research in progress examines the question: is a lack of service oriented skills on the part of IT workers, if such is the case, inherent in the individual personality (nature) or a function of the organizational environment in which he or she must function (nurture)?