PurposeThis study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI).Design/methodology/approachAn exploratory factor analysis used a sample from undergraduate student respondents. Then, a more representative sample of hotel guests was used, in a second‐order confirmatory factor analysis.FindingsThe dominant dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge. Further results indicate that, although the direct effect of SQ on BI is significant, the indirect effect (with SAT playing a mediating role) is a stronger driver for BI in the context of the service factory.Research limitations/implicationsA notable limitation is that the present study focuses only on the service factory and uses only one industry (lodging) to illustrate the findings. Future research should examine other service categories.Practical implicationsService managers are recommended to devise operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, foster positive BI.Originality/valueThis study demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. If this is true, two or more industries (e.g. airlines and lodging) may exhibit similar relationship characteristics with regard to these constructs if they belong to the same service category. This knowledge is useful for benchmarking best practices among such industries.

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Information Management & Computer Security 9/4 [2001] 165±174

Due to the strategic importance of IT, there exists an undeniable need for a systematic analysis before deciding whether or not a particular IT function should be outsourced. A study that provides a systematic analysis for evaluating components of the company’s IT for outsourcing may be useful to practitioners. In this paper, analytic hierarchy process (AHP) is proposed as a suitable technique for analyzing information systems outsourcing decision. An IT outsourcing case is used to demonstrate the usefulness of the proposed approach. Expert Choice is used to implement the AHP. In the case example, managing IT by the IT department seems to be the best option followed by managing it through an outsourcer. Managing IT by the end users is the least preferred technique in this particular example.