Microsoft Word Volume 2 Service and Service Quality Final docx

About the Authors 
Dr. Taizan Chan 
([e-mail]) is senior lecturer in the Information Systems Discipline, 
Faculty of Science and Technology at the Queensland University of Technology (QUT) and 
coordinator of the Bachelor of Corporate Systems Management and Master of Business Process 
Management courses in QUT. His research interests include economics of systems management, the 
impact and value of IT, service quality, and business/IT alignment. He is the co-founder and co-leader 
of the Organisations and Systems research group in the Information Systems Discipline. He was a 
visiting senior fellow in the Wharton School of Business, University of Pennsylvania, in 1995 and 
2001, and a visiting scholar in the Haas School of Business, University of California, Berkley, in 
2004. 
Dr. Erwin Fielt
([e-mail]) is Postdoctoral Research Fellow in the Smart Services CRC and 
a member of the Information Systems Program within QUT’s Faculty of Science and Technology. 
Within the Business Service Management project he is responsible for coordinating the involvement 
of the different academic and industry partners and he actively conducts research in the field of 
Business Service Management with a focus on Service Portfolio Management, Service Quality 
Management and Service-oriented Business Models. 
Prof. Guy Gable
([e-mail]) http://sky.scitech.qut.edu.au/~gable/ (PhD’91 (Bradford); 
MBA’82 (Ivey); BComm’79 (Alberta/McGill)) heads the IT Professional Services Research track in 
the Information Systems Discipline, Queensland University of Technology, Brisbane, Australia. He is 
Senior Editor Journal of Strategic Information Systems, Assoc. Editor MIS Quarterly, and on the 
editorial boards of several journals. Main research interests are IT Professional Services, IS-Impact, 
Enterprise Systems, Service Quality Measurement and Research Methods. He has over 100 refereed 
publications (e.g. Management Science, Journal of the AIS, Journal of IT, Journal of Strategic 
Information Systems, Information & Management, and European Journal of Information Systems). Dr. 
Gable has been highly influential, having spearheaded early international research attention to 
Enterprise Systems (ERP), now amongst the most important and challenging developments in the 
corporate use of IT; Tenaciously critiqued and elucidated ‘Information Systems (IS) Success,’ 
possibly the main dependent variable in IS research (re-conceptualised as “IS-Impact”); Championed 
the international visibility and stature of IS academe in Pacific Asia; Pioneered the establishment at 
QUT of one of the top IS research concentrations worldwide; and Driven creation of the QUT SAP 
Hosting Centre. 
 

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Business Service Management White Paper - Volume 2 
Page 2 of 46 
Smart Services CRC | Australian Technology Park Eveleigh NSW 2015 Australia 
T: 61 2 8374 5080 | F: 61 2 8374 5090 | e: [e-mail] | www.smartservicescrc.com.au 
This work is licensed under http://creativecommons.org/licenses/by-nd/2.5/au/legalcode 
© Smart Services CRC Pty Ltd. 2010. All trademarks mentioned are the property of their respective owners 
Established and supported under the 
Australian Government’s Cooperative 
Research Centres Programme 
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