ABSTRACT
This chapter examines the organization-effectiveness literature to identify specific Web-site effectiveness constructs-technical, managerial, and stakeholder effectiveness and to integrate them into a technology demand model that is relevant for explaining service quality. Prior organizational and management research relevant to information technology (IT) generally supports two models useful as starting points for understanding the relationship between Web-site effectiveness and service quality. In addition to measurement details on all variables in the model, this chapter also provides brief overviews on our expectations regarding the relationship between organizational and environmental variables and Web-site effectiveness and service quality. This chapter has articulated a technology demand model to explain the relationship between Website effectiveness and service quality. The empirical findings are consistent across two different measures of managerial Web-site effectiveness, making it possible to conclude that two of the relationships presented in (P1 and P3) are supported by this research.
