Product Information:-

  • Journals
  • Books
  • Case Studies
  • Regional information

Quality management in information services: performance metrics


Special issue call for papers from Performance Measurement and Metrics

The success of almost every process & project & business is nowadays strongly influenced by the quality of the information & data & knowledge used. Therefore, the providers of information services have to offer their customers (i.e. distinct industry, distinct organization, organization's employees, organization's customers, general public, etc.) access to high quality, evidence-based information & data & knowledge in order to be able to take appropriate, effective & efficient decisions. On the other hand, the information services providers have to assure high quality collection of information & data & knowledge from their suppliers as well as proper information & data & knowledge management and storage. The amount of processed, published or electronic information on distinct topics available to customers, particularly through the internet has been increasing and therefore the quality of this information remains wide-ranging. Moreover, information services are an integral part of each organization regardless of the type of the organization. They pose as a window to the organization`s products and services. Therefore, it is extremely important that quality management principles are integrated well in their information services and information business.

An organization has to be cautious in designing its information services, for reasons of their cost. A constant concern has always been improving user satisfaction with the information services function. Service quality has stood out as a prominent research avenue for services such as banking and hospitality, where customer care and satisfaction is crucial. Although various aspects of quality in services have been investigated, there is limited research on the service quality of information services. Given that information services are precursor to any service industry, without considering any difficulties in managing the information services well, it’s a challenge for organizations to ensure high quality customer care and high satisfaction. This special issue fills this gap by analyzing the service quality and quality management aspects of information services and information businesses. Research papers should emphasis quality aspects in information services, focusing on best practices, proposing performance metrics and evaluation mechanisms.

This special issue titled “Quality management in information services: performance metrics” offers a platform for discussion of managing the quality of information services, systems and information businesses.
We invite authors to submit their original research papers related (but not limited) to the following topics:

  • Quality management in information businesses, information services and library systems
  • Performance measurement and metrics for information systems and services quality
  • Assessment of information systems or services
  • Quality management in higher education
  • Measurement and management of the culture of information businesses and information services

In addition, we will also welcome:

  • Papers that analytically evaluate the welfare role of information services
  • Case illustrations for a real enterprise that have shown the benefits of quality management in information services

Guest editors

Flevy Lasrado,Faculty of Business,
University of Wollongong in Dubai, UAE
[email protected]

Boštjan Gomišček
University of Wollongong in Dubai, UAE
[email protected]

Norhayati Zakaria
University of Wollongong in Dubai, UAE
[email protected]

Important Dates

Submission due: 29th September, 2017

Special Issue submissions should be made through ScholarOne Manuscripts, the online submission and peer review system. Registration and access is available at .