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Using Scripting to Investigate Perceptions of the IT Helpdesk

Using Scripting to Investigate Perceptions of the IT Helpdesk
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Author(s): Neil McBride (De Montfort University, USA), Ibrahim Elbeltagi (De Montfort University, USA) and Paravhjoyt Dosanjh (De Montfort University, USA)
Copyright: 2003
Pages: 5
Source title: Information Technology & Organizations: Trends, Issues, Challenges & Solutions
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-066-0.ch338
ISBN13: 9781616921248
EISBN13: 9781466665330

Abstract

This paper describes the application of script theory to the assessment of IT helpdesk service quality. Scripts are cognitive structures which organise sequences of events in a particular context. IT helpdesk operators and IT helpdesk users were interviewed to assess their attitude to the service. They were also asked to write down the sequence of events they would expect to take place during a service interaction. Participants were given guidance as to the structure of a script using example scripts from common service interactions. A qualitative analysis of the scripts identifies some significant gaps between the expectations of the IT helpdesk customer and service provider. The study suggests that scripting may be a useful tool in other areas of information systems research, particularly in examining interactions between software developers and users.

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