Challenges of Managing Information Quality in Service Organizations Latif Al-Hakim University of Southern Queensland, Australia Idea GrOup publIShInG Hershey • London • Melbourne • Singapore Acquisition Editor: Senior Managing Editor: Managing Editor: Development Editor: Copy Editor: Typesetter: Cover Design: Printed at: Michelle Potter Jennifer Neidig Sara Reed Kristin Roth Bernie Kieklak Jessie Weik Lisa Tosheff Yurchak Printing Inc. Published in the United States of America by Idea Group Publishing (an imprint of Idea Group Inc.) 701 E. Chocolate Avenue Hershey PA 17033 Tel: 717-533-8845 Fax: 717-533-8661 E-mail:
[email protected] Web site: http://www.idea-group.com and in the United Kingdom by Idea Group Publishing (an imprint of Idea Group Inc.) 3 Henrietta Street Covent Garden London WC2E 8LU Tel: 44 20 7240 0856 Fax: 44 20 7379 3313 Web site: http://www.eurospan.co.uk Copyright © 2007 by Idea Group Inc. All rights reserved. No part of this book may be reproduced in any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher. Product or company names used in this book are for identification purposes only. Inclusion of the names of the products or companies does not indicate a claim of ownership by IGI of the trademark or registered trademark. Library of Congress Cataloging-in-Publication Data Library of Congress Cataloging-in-Publication Data Challenges of managing information quality in service organizations / Latif Al-Hakim, editor. p. cm. Summary: “Incorrect and misleading information associated with an enterprise’s production and service jeopardize both customer relationships and customer satisfaction, and ultimately have a negative effect on revenue. This book provides insight and support for academic professionals as well as for practitioners concerned with the management of information”--Provided by publisher. ISBN 1-59904-420-X (hardcover) -- ISBN 1-59904-421-8 (softcover) -- ISBN 1-59904-422-6 (ebook) 1. Information technology--Management. 2. Information resources management--Quality control. 3. Database management--Quality control. 4. Service industries--Information technology--Quality control. I. Al-Hakim, Latif, 1946HD30.2.C4716 2007 658.4’038--dc22 2006019120 British Cataloguing in Publication Data A Cataloguing in Publication record for this book is available from the British Library. Challenges of Managing Information Quality in Service Organizations is part of the Idea Group Publishing series named Information Quality Management Series. All work contributed to this book is new, previously-unpublished material. The views expressed in this book are tho