Wu, Ming-Shian; Huang, Sun-Jen; Chen, Li-Wei - In: The Service Industries Journal 31 (2009) 8, pp. 1219-1235
Recently, information technology service management (ITSM) has emerged as a challenging research area. ITSM implementation often involves huge investment with unexpected risks. Therefore, understanding the preparedness of critical success factors (CSFs) and its effect on the organizational...