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Can't See the Trees for the Forest? Why IS-ServQual Items Matter
Rabaa'i, Ahmad A.,Tate, Mary,Gable, Guy The Korea Society of Management Information System 2015 Asia Pacific Journal of Information Systems Vol.25 No.2
Despite longstanding concern with the dimensionality of the service quality construct as measured by ServQual and IS-ServQual instruments, variations on the IS-ServQual instrument have been enduringly prominent in both academic research and practice in the field of IS. We explain the continuing popularity of the instrument based on the salience of the item set for predicting overall customer satisfaction, suggesting that the preoccupation with the dimensions has been a distraction. The implicit mutual exclusivity of the items suggests a more appropriate conceptualization of IS-ServQual as a formative index. This conceptualization resolves the paradox in IS-ServQual research, that of how an instrument with such well-known and well-documented weaknesses continue to be very influential and widely used by academics and practitioners. A formative conceptualization acknowledges and addresses the criticisms of IS-ServQual, while simultaneously explaining its enduring salience by focusing on the items rather than the "dimensions." By employing an opportunistic sample and adopting the most recent IS-ServQual instrument published in a leading IS journal (virtually, any valid IS-ServQual sample in combination with a previously tested instrument variant would suffice for study purposes), we demonstrate that when re-specified as both first-order and second-order formatives, IS-ServQual has good model quality metrics and high predictive power on customer satisfaction. We conclude that this formative specification has higher practical use and is more defensible theoretically.
Degradation of Ferroelectric Capacitors During Forming Gas Annealing
June-MoKoo,Noh-HeonPark,JuwhanPark,WonHeeLee,Jae-GabLee,JiyoungKim 한국물리학회 2002 THE JOURNAL OF THE KOREAN PHYSICAL SOCIETY Vol.40 No.4
Forming-gas annealing (FGA) causes a signicant degradation of ferroelectric properties due to a process involving hydrogen. Even though 400 C FGA does not evolve any 2nd phase, a loss of tetragonality of PZT (Zr/Ti=20/80) is observed using X-ray diraction (XRD). When the device is rejuvenated by recovery annealing, the lattice parameter of PZT lms returns to the previous tetragonality. In addition, the lattice parameter variation caused by FGA depends on the thickness of the top electrodes (Pt). X-ray photoelectron spectroscopy (XPS) spectra show that FGA changes the Pb-O bond in the crystalline perovskite phase, which may result in the variation of tetragonality. On the other hand, no signicant variation of the Zr and the Ti bonding states were observed in XPS spectra between before and after FGA. In this study, we suggest a hydrogen-induced PZT degradation mechanism.