IS service performance: self-perceptions and user perceptions

User evaluation of the quality of an information system (IS) and its service is often a major factor in the performance evaluation of the IS staff. While views of users are critical, user evaluation may be incomplete and prompt inappropriate decisions regarding the delivery of the IS service. Three hundred and sixty degree evaluation techniques strive to avoid unjustified actions by eliciting feedback from multiple stakeholders to calibrate expectations more effectively and set the most appropriate future goals. Evidence from a survey of 193 IS users and IS staff members clarified the helpfulness of the principles in 360 degrees feedback with regard to IS staff performance. (C) 2001 Elsevier Science B.V. All rights reserved