No abstract

The current dominant conceptualization of consumer reactions to services is the SERVQUAL model. This article proposes the FAIRSERV model as an alternative or additional conceptualization of consumer reactions to services. FAIRSERV involves seeing service evaluation through the lens of organizational fairness (justice) theory applied to the relationship between the service consumer and the service provider. FAIRSERV is premised on the claim that, especially in relational service contexts, consumers are interested in service fairness as well as service quality (service favorableness) as represented by SERVQUAL. Service fairness or justice is a multidimensional construct based on equity theory. In this article, the FAIRSERV model is tested with the SERVQUAL model in the context of information system services. The two models are used to predict service satisfaction and repatronage intention. The FAIRSERV model appears to add a significant new set of predictors of service satisfaction and repatronage intention that should be considered in the future by service providers.

Artikel ini membahas penggunaan instrument SERVQUAL untuk pengukuran pelayanan divisi sistem informasi dalam perusahaan.Tujuan dari penulis adalah menyelidiki apakah SERVQUAL layak diaplikasikan dalam bidang sistem informasi, pertanyaan yang diperdebatkan oleh banyak peneliti.

R eplications are an important component of scientific method in that they convert tentative belief to accepted knowledge. Given the espoused importance of replications to the extraction of knowledge from research, there is surprisingly little evidence of its practice or discussion of its importance in the management information systems literature. In this article we develop a framework within which to systematize the conceptualization of replications; we review and illustrate how some key information systems research fits into the framework and examine the factors that influence the selection of a research strategy. Our framework includes a conceptualization of the relationship among replication, extension, and generation in IS research. The concept of "research space" is defined and a framework is developed that delineates eight possible research strategies. Finally, the benefits of our framework to salient stakeholders in the research process are outlined.

Confining NaAlH4 in nanoporous carbon scaffolds is known to alter the sorption kinetics and/or pathways of the characteristic bulk hydride reactions through interaction with the framework at the interface, increased specific surface area of the resulting nanoparticles, decreased hydrogen diffusion distances, and prevention of phase segregation. Although the nanosize effects have been well studied, the influence of the carbon scaffold surface chemistry remains unclear. Here we compare the hydrogen sorption characteristics of NaAlH4 confined by melt infiltration in nitrogen-doped/undoped ordered nanoporous carbon of two different geometries. 23Na and 27Al MAS NMR, N2 sorption, and PXRD verify NaAlH4 was successfully confined and remains intact in the carbon nanopores after infiltration. Both the N-doped/undoped nanoconfined systems demonstrate improved reversibility in relation to the bulk hydride during hydrogen desorption/absorption cycling. Isothermal kinetic measurements indicate a lowering of the activation energy for H2 desorption by as much as 70 kJ/mol in N-doped frameworks, far larger than the reduction in carbon-only frameworks. Most interestingly, this dramatic lowering of the activation energy is accompanied by an unexpected and anomalously low NaAlH4 desorption rate in the N-doped frameworks. This suggests that the framework surface chemistry plays an important role in the desorption process and that the rate limiting step for desorption may be associated with interactions of the hydride and host surface. Our results indicate that functionalization of carbon scaffold surface chemistry with heteroatoms provides a powerful method of altering the characteristic hydrogen sorption properties of confined metal hydride systems. This technique may prove beneficial in the path to a viable metal hydride-based hydrogen storage system.