A recent MIS Quarterly article rightfully points out that service is an important part of the role of the information systems (IS) department and that most IS assessment measures have a product orientation (Pitt et al. 1995). The article went on to suggest the use of an /S-contextmodified version of the SERVQUAL instrument to assess the quality of the services supplied by an information services provider (

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The skills and knowledge that earn promotions are not always enough to ensure success in the new position.