A scale for measuring the applicability of lean practices in IT support services

Goutam Kumar Kundu (VIT Business School, VIT University, Vellore, India)
Jayachandra Bairi (Service Delivery, SAIC, Bangalore, India)

Journal of Enterprise Information Management

ISSN: 1741-0398

Publication date: 2 September 2014

Abstract

Purpose

The purpose of this paper is to present research that was conducted with an objective to conceptualize and develop an instrument for the measurement of the perception of IT support service practitioners about the applicability of lean concepts in IT support services.

Design/methodology/approach

Scale items were identified from current literature and the survey instrument was used to collect data from IT support service practitioners. The constructs’ measurement models were tested and the scale was validated by using statistical tools.

Findings

The results of the study indicate that the operational measures developed here satisfy the criteria for unidimensionality, reliability and validity.

Research limitations/implications

While selecting and excluding measurement items for the survey, the researchers have followed established principles of survey research; but it may have been affected by the personal bias of the author. The sample for the survey was drawn from IT support service companies located in India, thus the results are generalizable only to the extent that these businesses represent the population of all businesses. Another limitation is that no prior survey/case studies were carried out to collect IT service practitioner's perception about the applicability of lean practices.

Originality/value

This paper provides a new measurement instrument for measuring the applicability of lean practices in IT support service environment.

Keywords

Citation

Kumar Kundu, G. and Bairi, J. (2014), "A scale for measuring the applicability of lean practices in IT support services", Journal of Enterprise Information Management, Vol. 27 No. 5, pp. 623-643. https://doi.org/10.1108/JEIM-02-2013-0005

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.