{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,3]],"date-time":"2026-02-03T21:28:43Z","timestamp":1770154123928,"version":"3.49.0"},"reference-count":101,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2022,12,10]],"date-time":"2022-12-10T00:00:00Z","timestamp":1670630400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2022,12,10]],"date-time":"2022-12-10T00:00:00Z","timestamp":1670630400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"funder":[{"DOI":"10.13039\/100012818","name":"Comunidad Aut\u00f3noma de Madrid","doi-asserted-by":"crossref","award":["S2018\/TCS-4314"],"award-info":[{"award-number":["S2018\/TCS-4314"]}],"id":[{"id":"10.13039\/100012818","id-type":"DOI","asserted-by":"crossref"}]},{"DOI":"10.13039\/501100004837","name":"Ministerio de Ciencia e Innovaci\u00f3n de Espa\u00f1a","doi-asserted-by":"crossref","award":["PID2020-117244RB-I00"],"award-info":[{"award-number":["PID2020-117244RB-I00"]}],"id":[{"id":"10.13039\/501100004837","id-type":"DOI","asserted-by":"crossref"}]}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Inf Syst E-Bus Manage"],"published-print":{"date-parts":[[2023,3]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>Small and Medium-sized Enterprises (SMEs) are currently immersed in Volatility, Uncertainty, Complexity and Ambiguity (VUCA)\u00a0environments and need to adapt and innovate both their services and their management practices and processes. Unfortunately, models and standards for service management are focused on large organisations, therefore, their application in SMEs is expensive and, generally, unfeasible. In order to contribute to the sustained success and development of SMEs, this paper presents a framework for service management evaluation. The objective of this framework, which is based on international standards and the main models for service management, is to be a roadmap containing well-defined and formalised processes that helps SMEs to improve the quality of their customer services. The proposal is validated in this work by means of its application to a real case study.<\/jats:p>","DOI":"10.1007\/s10257-022-00576-1","type":"journal-article","created":{"date-parts":[[2022,12,10]],"date-time":"2022-12-10T15:02:50Z","timestamp":1670684570000},"page":"81-122","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":4,"title":["Towards a lightweight framework for service management evaluation in SMEs"],"prefix":"10.1007","volume":"21","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-1532-9314","authenticated-orcid":false,"given":"Daniela Patricia","family":"Feversani","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0003-2193-7807","authenticated-orcid":false,"given":"Valeria","family":"De Castro","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0003-2666-9995","authenticated-orcid":false,"given":"Esperanza","family":"Marcos","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7212-8279","authenticated-orcid":false,"given":"Mario G.","family":"Piattini","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6700-6293","authenticated-orcid":false,"given":"Mar\u00eda Luz","family":"Mart\u00edn-Pe\u00f1a","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2022,12,10]]},"reference":[{"key":"576_CR1","unstructured":"Agutter C, van Hove S, Steinberg R, England R (2017) VeriSM TM - A service management approach for the digital age. In: Agutter C (ed.). Van Haren Publishing, Zaltbommel, www.vanharen.net Coco"},{"key":"576_CR2","doi-asserted-by":"publisher","DOI":"10.1007\/s10257-021-00534-3","author":"F Amiri","year":"2021","unstructured":"Amiri F, Overbeek S, Wagenaar G, Stettina CJ (2021) Reconciling agile frameworks with IT sourcing through an IT sourcing dimensions map and structured decision-making. Inf Syst E-Bus. https:\/\/doi.org\/10.1007\/s10257-021-00534-3","journal-title":"Inf Syst E-Bus"},{"key":"576_CR3","unstructured":"Axelos (2019) ITIL Foundation: ITIL 4 edition. TSO (The Stationery Office), ein Unternehmen von Williams Lea. United Kingdom"},{"issue":"5","key":"576_CR4","doi-asserted-by":"publisher","first-page":"387","DOI":"10.1108\/09526861211235892","volume":"25","author":"M Azam","year":"2012","unstructured":"Azam M, Rahman Z, Talib F, Singh KJ (2012) A critical study of quality parameters in health care establishment. Int J Health Care Qual Assur 25(5):387\u2013402. https:\/\/doi.org\/10.1108\/09526861211235892","journal-title":"Int J Health Care Qual Assur"},{"issue":"3","key":"576_CR5","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1007\/s12599-009-0044-5","volume":"1","author":"J Becker","year":"2009","unstructured":"Becker J, Knackstedt R, P\u00f6ppelbu\u00df J (2009) Developing maturity models for IT management. Bus Inf Syst Eng 1(3):213\u2013222. https:\/\/doi.org\/10.1007\/s12599-009-0044-5","journal-title":"Bus Inf Syst Eng"},{"issue":"6","key":"576_CR6","doi-asserted-by":"publisher","first-page":"377","DOI":"10.1007\/s12599-015-0394-0","volume":"57","author":"J Becker","year":"2015","unstructured":"Becker J, Vom Brocke J, Heddier M, Seidel S (2015) In search of information systems (Grand) challenges: a community of inquirers perspective. Bus Inf Syst Eng 57(6):377\u2013390. https:\/\/doi.org\/10.1007\/s12599-015-0394-0","journal-title":"Bus Inf Syst Eng"},{"issue":"2","key":"576_CR7","doi-asserted-by":"publisher","first-page":"134","DOI":"10.1504\/IJBPIM.2009.027781","volume":"4","author":"IR Berger","year":"2009","unstructured":"Berger IR, Soffer P, Sturm A (2009) Organisational reference models: supporting an adequate design of local business processes. Int J Bus Process Integr Manag 4(2):134. https:\/\/doi.org\/10.1504\/IJBPIM.2009.027781","journal-title":"Int J Bus Process Integr Manag"},{"key":"576_CR8","doi-asserted-by":"crossref","unstructured":"Bergeron F, Croteau AM, Uwizeyemungu S, Raymond L (2020) A framework for research on information technology governance in SMEs. In: Start-ups and SMEs: concepts, methodologies, tools, and applications (pp 1567\u20131588). IGI Global","DOI":"10.4018\/978-1-7998-1760-4.ch081"},{"issue":"3","key":"576_CR9","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1108\/09596110910948297","volume":"21","author":"N Bouranta","year":"2009","unstructured":"Bouranta N, Chitiris L, Paravantis J (2009) The relationship between internal and external service quality. Int J Contemp Hosp Manag 21(3):275\u2013293. https:\/\/doi.org\/10.1108\/09596110910948297","journal-title":"Int J Contemp Hosp Manag"},{"key":"576_CR10","doi-asserted-by":"publisher","unstructured":"Brocke J vom, Rosemann M (2015) Business Process Management. In: Wiley encyclopedia of management (Vol. 168, Issue, pp. 1\u20139). John Wiley & Sons, Ltd. https:\/\/doi.org\/10.1002\/9781118785317.weom070213","DOI":"10.1002\/9781118785317.weom070213"},{"issue":"2","key":"576_CR11","doi-asserted-by":"publisher","first-page":"231","DOI":"10.1108\/IJMPB-03-2013-0007","volume":"7","author":"N Brookes","year":"2014","unstructured":"Brookes N, Butler M, Dey P, Clark R (2014) The use of maturity models in improving project management performance. Int J Manag Proj Bus 7(2):231\u2013246. https:\/\/doi.org\/10.1108\/IJMPB-03-2013-0007","journal-title":"Int J Manag Proj Bus"},{"key":"576_CR13","doi-asserted-by":"publisher","first-page":"241","DOI":"10.1007\/978-3-319-38980-6_18","volume":"609","author":"AG Carretero","year":"2016","unstructured":"Carretero AG, Caballero I, Piattini M (2016) MAMD: towards a data improvement model based on ISO 8000\u20136x and ISO\/IEC 33000. Commun Comput Inf Sci 609:241\u2013253. https:\/\/doi.org\/10.1007\/978-3-319-38980-6_18","journal-title":"Commun Comput Inf Sci"},{"key":"576_CR14","unstructured":"Charantimath P (2011) Total Quality Management, 2nd Edition [electronic resource]\/Charantimath, Poornima. (2nd edition)"},{"issue":"1","key":"576_CR15","doi-asserted-by":"publisher","first-page":"73","DOI":"10.1177\/0266242698171004","volume":"17","author":"F Chittenden","year":"1998","unstructured":"Chittenden F, Poutziouris P, Mukhtar S-M (1998) Small firms and the ISO 9000 approach to quality management. Int Small Bus J Res Entrepreneurship 17(1):73\u201388. https:\/\/doi.org\/10.1177\/0266242698171004","journal-title":"Int Small Bus J Res Entrepreneurship"},{"key":"576_CR43","unstructured":"CMMI Institute (2010) CMMI\u00ae for Services, Version 1.3. Improving processes for providing better services. ISACA, http:\/\/cmmiinstitute.com\/cmmi-models."},{"key":"576_CR44","unstructured":"CMMI Institute (2018) CMMI Model, Version 2.0. ISACA, http:\/\/cmmiinstitute.com\/cmmi-models."},{"issue":"3","key":"576_CR16","doi-asserted-by":"publisher","first-page":"329","DOI":"10.1287\/isre.1090.0236","volume":"20","author":"K Conboy","year":"2009","unstructured":"Conboy K (2009) Agility from first principles: reconstructing the concept of agility in information systems development. Inf Syst Res 20(3):329\u2013354. https:\/\/doi.org\/10.1287\/isre.1090.0236","journal-title":"Inf Syst Res"},{"issue":"2","key":"576_CR17","first-page":"1","volume":"17","author":"B Cousins","year":"2018","unstructured":"Cousins B (2018) Design thinking: organizational learning in VUCA environments. Acad Strateg Manag J 17(2):1\u201319","journal-title":"Acad Strateg Manag J"},{"key":"576_CR18","unstructured":"Curtis B, Chrissis MB (1993) The Capability Maturity Model. 2016"},{"key":"576_CR19","doi-asserted-by":"crossref","unstructured":"Curtis B, Hefley B, Miller S (2009) People Capability Maturity Model (P-CMM) Version 2.0, Second Edition (Issue June)","DOI":"10.21236\/ADA512354"},{"key":"576_CR20","doi-asserted-by":"publisher","DOI":"10.4324\/9780203930021","volume-title":"Fundamentals of total quality management","author":"JJ Dahlgaard","year":"2008","unstructured":"Dahlgaard JJ, Khanji GK, Kristensen K (2008) Fundamentals of total quality management. Routledge, UK"},{"key":"576_CR12","unstructured":"de Bruin T, Rosemann M, Freeze R, Kulkarni U (2005) Understanding the main phases of developing a maturity assessment model.In: ACIS 2005 proceedings\u201416th Australasian Conference on Information Systems"},{"key":"576_CR21","volume-title":"Small matters global evidence on the contribution to employment by the self-employed microenterprises and","author":"J de Kok","year":"2019","unstructured":"de Kok J, Berrios M (2019) Small matters global evidence on the contribution to employment by the self-employed microenterprises and. International labour organization (ILO), Geneva"},{"issue":"206","key":"576_CR22","first-page":"223","volume":"112","author":"J Devos","year":"2012","unstructured":"Devos J, Van Landeghem H, Deschoolmeester D (2012) Rethinking IT governance for SMEs. Ind Manag Data Syst 112(206):223","journal-title":"Ind Manag Data Syst"},{"issue":"3","key":"576_CR23","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1177\/0266242609102275","volume":"27","author":"R Doern","year":"2009","unstructured":"Doern R (2009) Investigating barriers to SME growth and development in transition environments: a critique and suggestions for developing the methodology. Int Small Bus J 27(3):275\u2013305. https:\/\/doi.org\/10.1177\/0266242609102275","journal-title":"Int Small Bus J"},{"key":"576_CR24","unstructured":"Doulatabadi M, Yusof A (2018) Self-assessment and quality awards models: a review of practice and process. In: Proceedings of the international conference on industrial engineering and operations management,3098\u20133108"},{"key":"576_CR25","unstructured":"EFQM (2021) The EFQM Model: Revised 2nd edition. The european foundation for quality management EFQM"},{"issue":"3\u20134","key":"576_CR26","doi-asserted-by":"publisher","first-page":"238","DOI":"10.1080\/14783363.2015.1075872","volume":"28","author":"TR Eikebrokk","year":"2017","unstructured":"Eikebrokk TR, Iden J (2017) Strategising IT service management through ITIL implementation: model and empirical test. Total Qual Manag Bus Excell 28(3\u20134):238\u2013265. https:\/\/doi.org\/10.1080\/14783363.2015.1075872","journal-title":"Total Qual Manag Bus Excell"},{"key":"576_CR27","volume-title":"Improving data warehouse and business information quality: methods for reducing costs and increasing profits","author":"LP English","year":"1999","unstructured":"English LP (1999) Improving data warehouse and business information quality: methods for reducing costs and increasing profits. John Wiley \\& Sons Inc, New Jersey"},{"issue":"9","key":"576_CR28","doi-asserted-by":"publisher","first-page":"1394","DOI":"10.1108\/IJQRM-03-2014-0031","volume":"33","author":"H Eriksson","year":"2016","unstructured":"Eriksson H (2016) Outcome of quality management practices: differences among public and private, manufacturing and service, SME and large organisations. Int J Qual Reliab Manag 33(9):1394\u20131405. https:\/\/doi.org\/10.1108\/IJQRM-03-2014-0031","journal-title":"Int J Qual Reliab Manag"},{"key":"576_CR29","doi-asserted-by":"crossref","unstructured":"Humphrey W, Sweet WL, Edwards RK, Lacroix Aoosio GR, Owens MF, Schulz HP, Burlington J, Bedford R (1987) A method for assessing the software engineering capability of contractors. Software Engineering Institute","DOI":"10.21236\/ADA187230"},{"key":"576_CR30","doi-asserted-by":"publisher","first-page":"01006","DOI":"10.1051\/itmconf\/20224101006","volume":"41","author":"D Feversani","year":"2022","unstructured":"Feversani D, De Castro V, Marcos E (2022) Process management models in service enterprises: a systematic literature review. ITM Web Conf 41:01006. https:\/\/doi.org\/10.1051\/itmconf\/20224101006","journal-title":"ITM Web Conf"},{"key":"576_CR31","unstructured":"FitSM (2021a) FitSM-6-Capability-Maturity-Assessment-v2. The FedSM consortium\u2014Available from https:\/\/www.fitsm.eu\/downloads\/"},{"key":"576_CR32","unstructured":"FitSM (2021b) FitSM. Part 1\u202f: requirements. In: Standards for lightweight IT service management. The FedSM consortium\u2014Available from https:\/\/www.fitsm.eu\/downloads\/"},{"key":"576_CR33","unstructured":"Forrester E, Buteau B, Shrum S (2011) CMMI for services: guidelines for superior service. Pearson Education"},{"issue":"4","key":"576_CR34","doi-asserted-by":"publisher","first-page":"527","DOI":"10.1111\/sjpe.12209","volume":"66","author":"J Forth","year":"2019","unstructured":"Forth J, Bryson A (2019) Management practices and SME performance. Scottish J Polit Econ 66(4):527\u2013558. https:\/\/doi.org\/10.1111\/sjpe.12209","journal-title":"Scottish J Polit Econ"},{"key":"576_CR35","first-page":"1","volume":"010298","author":"H Freitas","year":"1998","unstructured":"Freitas H, Oliveira M, Jenkins M, Popjoy O (1998) The focus group, a qualitative research method. ISRC 010298:1\u201322","journal-title":"ISRC"},{"issue":"2","key":"576_CR36","doi-asserted-by":"publisher","first-page":"337","DOI":"10.25300\/MISQ\/2013\/37.2.01","volume":"37","author":"S Gregor","year":"2013","unstructured":"Gregor S, Hevner AR (2013) Positioning and presenting design science research for maximum impact. MIS Q Manag Inf Syst 37(2):337\u2013355. https:\/\/doi.org\/10.25300\/MISQ\/2013\/37.2.01","journal-title":"MIS Q Manag Inf Syst"},{"key":"576_CR37","doi-asserted-by":"publisher","unstructured":"Gunawan H (2019) Strategic management for it services using the information technology infrastructure library (ITIL) Framework.In: 2019 international conference on information management and technology (ICIMTech), 362\u2013366. https:\/\/doi.org\/10.1109\/ICIMTech.2019.8843711","DOI":"10.1109\/ICIMTech.2019.8843711"},{"key":"576_CR38","doi-asserted-by":"publisher","first-page":"73","DOI":"10.1007\/978-981-15-3118-7_5","volume-title":"Serviceology for services","author":"T Hara","year":"2020","unstructured":"Hara T, Tsuru S, Yasui S (2020) Models for designing excellent service through co-creation environment. In: Takenaka T, Han S, Minami C (eds) Serviceology for services. Springer, Singapore, pp 73\u201383. https:\/\/doi.org\/10.1007\/978-981-15-3118-7_5"},{"key":"576_CR39","doi-asserted-by":"publisher","first-page":"997","DOI":"10.1002\/smj.332","volume":"24","author":"CE Helfat","year":"2003","unstructured":"Helfat CE, Peteraf MA (2003) The dynamic resource-based view: capability lifecycles. Strat Manag J 24:997\u20131010. https:\/\/doi.org\/10.1002\/smj.332","journal-title":"Strat Manag J"},{"issue":"1","key":"576_CR40","doi-asserted-by":"publisher","first-page":"75","DOI":"10.2307\/25148625","volume":"28","author":"MP HevnerRam","year":"2004","unstructured":"HevnerRam MP (2004) Design science in information systems research. MIS Q 28(1):75. https:\/\/doi.org\/10.2307\/25148625","journal-title":"MIS Q"},{"key":"576_CR41","first-page":"158","volume-title":"IFIP advances in information and communication technology","author":"R Huang","year":"2009","unstructured":"Huang R, Zmud RW, Price RL (2009) IT governance practices in small and medium-sized enterprises: Recommendations from an empirical study. In: Dhillon G, Stahl BC, Baskerville R (eds) IFIP advances in information and communication technology. Springer, Berlin Heidelberg, pp 158\u2013179"},{"issue":"7478","key":"576_CR42","first-page":"95687","volume":"82","author":"F \u0130lisulu","year":"2022","unstructured":"\u0130lisulu F, Tarhan AK, Kavak K (2022) Demand response process assessment model: development and case study assessment. Comput Stand Interfaces 82(7478):95687","journal-title":"Comput Stand Interfaces"},{"key":"576_CR45","unstructured":"Isaca (2012) COBIT 5: a business framework for the governance and management of enterprise IT. www.isaca.org"},{"key":"576_CR46","unstructured":"ISO\/IEC. (2015a). International standard ISO\/IEC 33001. Information technology\u2014Process assessment\u2014Concepts and terminology (Vol. 2010). International Organization for Standardization, Geneva Switzerland"},{"key":"576_CR47","unstructured":"ISO\/IEC. (2015b) INTERNATIONAL STANDARD ISO\/IEC 33002. Information technology\u2014Process assessment\u2014Requirements for performing process assessment. International Organization for Standardization, Geneva Switzerland."},{"key":"576_CR48","unstructured":"ISO\/IEC. (2015c) International standard ISO\/IEC 33004 - Information technology\u2014Process assessment\u2014Requirements for process reference, process assessment and maturity models (Vol. 2015c). International Organization for Standardization, Geneva Switzerland"},{"key":"576_CR49","unstructured":"ISO\/IEC (2015d) International standard ISO\/IEC 33020 Information technology\u2014Process assessment\u2014Requirements for process measurement frameworks (Vol. 2015d). International Organization for Standardization, Geneva Switzerland"},{"key":"576_CR50","unstructured":"ISO\/IEC. (2015e). ISO: ISO\/IEC 33000, Information technology: process assessment. In Geneva - Switzerland"},{"key":"576_CR51","unstructured":"ISO\/IEC. (2015f). ISO\/IEC 33003:2015f, Information technology\u2014Process assessment\u2014Requirements for process measurement frameworks. International Standarization Organization, Geneva, Switzerland"},{"key":"576_CR52","unstructured":"ISO\/IEC. (2015h). ISO 9000 - Quality management systems \u2014 Fundamentals and vocabulary. In Vernier, Geneva, Switzerland (Vol. 2015h). International Organization for Standardization, Geneva Switzerland."},{"key":"576_CR53","unstructured":"ISO\/IEC. (2016) ISO 9001:2015 for Small Enterprises What to do? In Vernier, Geneva - Switzerland. International Organization for Standardization, Geneva Switzerland. http:\/\/www.iso.org\/iso\/iso_9001_2015_for_small_enterprises-preview.pdf"},{"key":"576_CR54","unstructured":"ISO\/IEC (2018) ISO\/IEC 20000-1:2018 Information technology\u2014Service management\u2014Part 1: service management system requirements. In Geneva - Switzerland. International Organization for Standardization, Geneva Switzerland. https:\/\/www.iso.org\/standard\/70636.html"},{"key":"576_CR55","volume-title":"ISO\/IEC 15504\u20131: 2004 information technology process assessment part 1: concepts and vocabulary","author":"ISO\/IEC","year":"2004","unstructured":"ISO\/IEC (2004) ISO\/IEC 15504\u20131: 2004 information technology process assessment part 1: concepts and vocabulary. International organization for standardization Geneva, Switzerland"},{"key":"576_CR56","volume-title":"ISO\/IEC TR 33014:2013 Guide for process improvement","author":"ISO\/IEC","year":"2013","unstructured":"ISO\/IEC (2013) ISO\/IEC TR 33014:2013 Guide for process improvement. International organization for standardization Geneva, Switzerland"},{"key":"576_CR57","volume-title":"ISO\/IEC 9001:2015g - Quality management systems - Requirements","author":"ISO\/IEC","year":"2015","unstructured":"ISO\/IEC (2015g) ISO\/IEC 9001:2015g - Quality management systems - Requirements. International Organization for Standardization Geneva, Switzerland"},{"key":"576_CR58","volume-title":"ISO\/IEC 20000 IT service management: a practical guide","author":"ISO\/IEC","year":"2019","unstructured":"ISO\/IEC (2019) ISO\/IEC 20000 IT service management: a practical guide. International Organization for Standardization Geneva, Switzerland"},{"key":"576_CR59","volume-title":"ISO\/IEC TS 33054:2020a Information technology\u2014Process assessment\u2014Process reference model for service management","author":"ISO\/IEC","year":"2020","unstructured":"ISO\/IEC (2020a) ISO\/IEC TS 33054:2020a Information technology\u2014Process assessment\u2014Process reference model for service management. International Organization for Standardization, Geneva Switzerland"},{"key":"576_CR60","volume-title":"ISO\/IEC TS 33074 Information technology \u2014 Process assessment \u2014 Process capability assessment model for Service Management","author":"ISO\/IEC","year":"2020","unstructured":"ISO\/IEC (2020b) ISO\/IEC TS 33074 Information technology \u2014 Process assessment \u2014 Process capability assessment model for Service Management. International Organization for Standardization, Geneva Switzerland"},{"issue":"4","key":"576_CR61","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1002\/jsc.4240040402","volume":"4","author":"PL Jennings","year":"1995","unstructured":"Jennings PL, Beaver G (1995) The managerial dimension of small business failure. Strateg Chang 4(4):185\u2013200","journal-title":"Strateg Chang"},{"issue":"7","key":"576_CR62","doi-asserted-by":"publisher","first-page":"834","DOI":"10.1016\/j.ijproman.2011.03.003","volume":"29","author":"G Jia","year":"2011","unstructured":"Jia G, Chen Y, Xue X, Chen J, Cao J, Tang K (2011) Program management organization maturity integrated model for mega construction programs in China. Int J Project Manage 29(7):834\u2013845. https:\/\/doi.org\/10.1016\/j.ijproman.2011.03.003","journal-title":"Int J Project Manage"},{"key":"576_CR63","doi-asserted-by":"crossref","unstructured":"Jung HW, Varkoi T, McBride T (2014) Constructing process measurement scales using the ISO\/IEC 330xx family of standards. In: international conference on software process improvement and capability determination. pp 1\u201311.","DOI":"10.1007\/978-3-319-13036-1_1"},{"issue":"36","key":"576_CR64","first-page":"1031","volume":"25","author":"RA Krueger","year":"2001","unstructured":"Krueger RA, Donner J, Maack JN (2001) Social analysis selected tools and techniques. World Dev 25(36):1031\u20131053","journal-title":"World Dev"},{"key":"576_CR65","doi-asserted-by":"publisher","unstructured":"K\u00fcller P, Vogt M, Hertweck D, Grabowski M (2011) A domain specific IT service management approach for small & medium enterprises. In: innovation and knowledge management: a global competitive advantage - proceedings of the 16th international business information management association conference, IBIMA 2011, 3, 1356\u20131369. https:\/\/doi.org\/10.5171\/2012.475633","DOI":"10.5171\/2012.475633"},{"key":"576_CR66","doi-asserted-by":"crossref","unstructured":"Lami G, Fabbrini F, Buglione L (2014) An ISO\/IEC 33000-compliant measurement framework for software process sustainability assessment. In: 2014 Joint conference of the international workshop on software measurement and the international conference on software process and product measurement. pp 50\u201359","DOI":"10.1109\/IWSM.Mensura.2014.34"},{"issue":"1","key":"576_CR67","doi-asserted-by":"publisher","first-page":"230","DOI":"10.3390\/jtaer17010012","volume":"17","author":"A Levstek","year":"2022","unstructured":"Levstek A, Pucihar A, Hovelja T (2022) Towards an adaptive strategic IT governance model for SMEs. J Theor Appl Electron Commer Res 17(1):230\u2013252. https:\/\/doi.org\/10.3390\/jtaer17010012","journal-title":"J Theor Appl Electron Commer Res"},{"issue":"6","key":"576_CR68","doi-asserted-by":"publisher","first-page":"1129","DOI":"10.1111\/isj.12153","volume":"28","author":"L Li","year":"2018","unstructured":"Li L, Su F, Zhang W, Mao JY (2018) Digital transformation by SME entrepreneurs: a capability perspective. Inf Syst J 28(6):1129\u20131157. https:\/\/doi.org\/10.1111\/isj.12153","journal-title":"Inf Syst J"},{"issue":"4\u20135","key":"576_CR69","doi-asserted-by":"publisher","first-page":"156","DOI":"10.1080\/0954412988794","volume":"9","author":"D Longbottom","year":"1998","unstructured":"Longbottom D (1998) Self-assessment: game over? Total Qual Manag 9(4\u20135):156\u2013159. https:\/\/doi.org\/10.1080\/0954412988794","journal-title":"Total Qual Manag"},{"key":"576_CR70","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-16889-0","author":"O Mack","year":"2015","unstructured":"Mack O, Khare A, Kr\u00e4mer A, Burgartz T (2015) Managing in a VUCA world. In Managing in a VUCA World. https:\/\/doi.org\/10.1007\/978-3-319-16889-0","journal-title":"In Managing in a VUCA World"},{"issue":"5","key":"576_CR71","doi-asserted-by":"publisher","first-page":"674","DOI":"10.1108\/00251740610668914","volume":"44","author":"J Maleyeff","year":"2006","unstructured":"Maleyeff J (2006) Exploration of internal service systems using lean principles. Manag Decis 44(5):674\u2013689. https:\/\/doi.org\/10.1108\/00251740610668914","journal-title":"Manag Decis"},{"issue":"4","key":"576_CR72","doi-asserted-by":"publisher","first-page":"251","DOI":"10.1016\/0167-9236(94)00041-2","volume":"15","author":"ST March","year":"1995","unstructured":"March ST, Smith GF (1995) Design and natural science research on information technology. Decis Support Syst 15(4):251\u2013266. https:\/\/doi.org\/10.1016\/0167-9236(94)00041-2","journal-title":"Decis Support Syst"},{"key":"576_CR73","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-25425-4","volume-title":"Industry 4.0 for SMEs: challenges, opportunities and requirements","author":"DT Matt","year":"2020","unstructured":"Matt DT, Modr\u00e1k V, Zsifkovits H (2020) Industry 40 for SMEs. In: Matt DT, Modr\u00e1k V, Zsifkovits H (eds) Industry 4.0 for SMEs: challenges, opportunities and requirements. Springer International Publishing, Cham. https:\/\/doi.org\/10.1007\/978-3-030-25425-4"},{"issue":"3","key":"576_CR74","doi-asserted-by":"publisher","first-page":"305","DOI":"10.1108\/02656710010306166","volume":"17","author":"R McAdam","year":"2000","unstructured":"McAdam R (2000) Quality models in an SME context. Int J Qual Reliab Manag 17(3):305\u2013323. https:\/\/doi.org\/10.1108\/02656710010306166","journal-title":"Int J Qual Reliab Manag"},{"key":"576_CR75","doi-asserted-by":"publisher","first-page":"120","DOI":"10.1016\/j.csi.2015.10.001","volume":"47","author":"K Melendez","year":"2016","unstructured":"Melendez K, D\u00e1vila A, Pessoa M (2016) Information technology service management models applied to medium and small organizations: a systematic literature review. Comput Stand Interfaces 47:120\u2013127. https:\/\/doi.org\/10.1016\/j.csi.2015.10.001","journal-title":"Comput Stand Interfaces"},{"issue":"1","key":"576_CR76","doi-asserted-by":"publisher","first-page":"237","DOI":"10.2307\/23043496","volume":"35","author":"S Mithas","year":"2011","unstructured":"Mithas S, Ramasubbu N, Sambamurthy V (2011) How information management capability influences firm performance. MIS Q Manag Inf Syst 35(1):237\u2013256. https:\/\/doi.org\/10.2307\/23043496","journal-title":"MIS Q Manag Inf Syst"},{"key":"576_CR77","doi-asserted-by":"crossref","unstructured":"Mora M, G\u00f3mez JM, Wang F, D\u00edaz EO (2021) A review of the IT service design process in agile ITSM frameworks. In: balancing agile and disciplined engineering and management approaches for IT services and software products","DOI":"10.4018\/978-1-7998-4165-4.ch013"},{"key":"576_CR78","doi-asserted-by":"publisher","first-page":"1","DOI":"10.17705\/1cais.04001","volume":"40","author":"A Nili","year":"2017","unstructured":"Nili A, Tate M, Johnstone D (2017) A framework and approach for analysis of focus group data in information systems research. Commun Assoc Inf Syst 40:1\u201321. https:\/\/doi.org\/10.17705\/1cais.04001","journal-title":"Commun Assoc Inf Syst"},{"issue":"3","key":"576_CR79","doi-asserted-by":"publisher","first-page":"235","DOI":"10.1111\/j.1365-2575.2011.00387.x","volume":"22","author":"C O\u2019hEocha","year":"2012","unstructured":"O\u2019hEocha C, Wang X, Conboy K (2012) The use of focus groups in complex and pressurised IS studies and evaluation using Klein & Myers principles for interpretive research. Inf Syst J 22(3):235\u2013256. https:\/\/doi.org\/10.1111\/j.1365-2575.2011.00387.x","journal-title":"Inf Syst J"},{"key":"576_CR80","doi-asserted-by":"publisher","first-page":"116380","DOI":"10.1109\/ACCESS.2019.2936451","volume":"7","author":"JD Pat\u00f3n-Romero","year":"2019","unstructured":"Pat\u00f3n-Romero JD, Baldassarre MT, Rodr\u00edguez M, P\u00e9rez-Canencio JG, Ojeda-Solarte ML, Rey-Piedrahita A, Piattini M (2019) Application of ISO\/IEC 33000 to green IT: a case study. IEEE Access 7:116380\u2013116389. https:\/\/doi.org\/10.1109\/ACCESS.2019.2936451","journal-title":"IEEE Access"},{"issue":"3","key":"576_CR81","doi-asserted-by":"publisher","first-page":"45","DOI":"10.2753\/MIS0742-1222240302","volume":"24","author":"K Peffers","year":"2007","unstructured":"Peffers K, Tuunanen T, Rothenberger MA, Chatterjee S (2007) A design science research methodology for information systems research. J Manag Inf Syst 24(3):45\u201377. https:\/\/doi.org\/10.2753\/MIS0742-1222240302","journal-title":"J Manag Inf Syst"},{"key":"576_CR82","volume-title":"Fundamentos de direcci\u00f3n de operaciones en empresas de servicios","author":"MLM Pe\u00f1a","year":"2016","unstructured":"Pe\u00f1a MLM, Garrido ED (2016) Fundamentos de direcci\u00f3n de operaciones en empresas de servicios. Esic Editorial, New delhi"},{"issue":"1","key":"576_CR83","doi-asserted-by":"publisher","first-page":"121","DOI":"10.1016\/j.datak.2004.06.003","volume":"52","author":"G Preuner","year":"2005","unstructured":"Preuner G, Schrefl M (2005) Requester-centered composition of business processes from internal and external services. Data Knowl Eng 52(1):121\u2013155. https:\/\/doi.org\/10.1016\/j.datak.2004.06.003","journal-title":"Data Knowl Eng"},{"key":"576_CR84","doi-asserted-by":"publisher","first-page":"1466","DOI":"10.1016\/j.sbspro.2012.09.1133","volume":"58","author":"J Priede","year":"2012","unstructured":"Priede J (2012) Implementation of quality management system ISO 9001 in the world and its strategic necessity. Procedia Soc Behav Sci 58:1466\u20131475. https:\/\/doi.org\/10.1016\/j.sbspro.2012.09.1133","journal-title":"Procedia Soc Behav Sci"},{"key":"576_CR85","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1109\/MITP.2021.3067944","volume":"23","author":"M Rodriguez","year":"2021","unstructured":"Rodriguez M, Verdugo J, Delgado B, Piattini M (2021) Software development process assessment with MMIS vol 2, an ISO\/IEC 33000-based model. IT Prof 23:17\u201323","journal-title":"IT Prof"},{"issue":"2","key":"576_CR86","first-page":"353","volume":"20","author":"HA Samat","year":"2012","unstructured":"Samat HA, Kamaruddin S, Feng CJ (2012) ISO 9001:2008 implementation in a SME: a case study. Pertanika J Soc Sci Humanit 20(2):353\u2013374","journal-title":"Pertanika J Soc Sci Humanit"},{"issue":"13\u201314","key":"576_CR87","doi-asserted-by":"publisher","first-page":"1544","DOI":"10.1080\/14783363.2018.1490640","volume":"31","author":"E Sfakianaki","year":"2020","unstructured":"Sfakianaki E, Kakouris AP (2020) Obstacles to ISO 9001 certification in SMEs. Total Qual Manag Bus Excell 31(13\u201314):1544\u20131564. https:\/\/doi.org\/10.1080\/14783363.2018.1490640","journal-title":"Total Qual Manag Bus Excell"},{"key":"576_CR88","doi-asserted-by":"crossref","unstructured":"Silva D, da Silva MM, Pereira R (2018) Baseline mechanisms for enterprise governance of IT in SMEs. In: IEEE 20th conference on business informatics (CBI), Vol 2,pp 32\u201341","DOI":"10.1109\/CBI.2018.10044"},{"issue":"5","key":"576_CR89","doi-asserted-by":"publisher","first-page":"431","DOI":"10.1007\/s12599-018-0550-4","volume":"60","author":"DA Skog","year":"2018","unstructured":"Skog DA, Wimelius H, Sandberg J (2018) Digital disruption. Bus Inf Syst Eng 60(5):431\u2013437. https:\/\/doi.org\/10.1007\/s12599-018-0550-4","journal-title":"Bus Inf Syst Eng"},{"key":"576_CR90","unstructured":"Softex (2015) MPS\u2014Melhoria de Processo de Software e Servi\u00e7os - Guia Geral MPS de Servi\u00e7os. http:\/\/www.softex.br\/mpsbr\/_guias\/guias\/MPS.BR_Guia_Geral_Servicos_2012.pdf"},{"issue":"2","key":"576_CR91","doi-asserted-by":"publisher","first-page":"122","DOI":"10.1108\/IJQSS-07-2015-0055","volume":"8","author":"G Tavakoli","year":"2016","unstructured":"Tavakoli G, Feyz Arefi M, Heidari O, Mirjafari M (2016) Designing conceptual model of after-sales services, in companies producing the capital goods, with the idea of value co-creation. Int J Qual Serv Sci 8(2):122\u2013142. https:\/\/doi.org\/10.1108\/IJQSS-07-2015-0055","journal-title":"Int J Qual Serv Sci"},{"key":"576_CR92","doi-asserted-by":"crossref","unstructured":"Thrassou A, Vrontis D, Weber Y, Riad SM, Tsoukatos SE (2020) The Changing role of SMEs in global business Volume I: paradigms of opportunities and challenges: Vol. I. Switzerland. http:\/\/www.palgrave.com\/gp\/series\/15956","DOI":"10.1007\/978-3-030-45831-7"},{"issue":"1","key":"576_CR93","doi-asserted-by":"publisher","first-page":"966","DOI":"10.2478\/picbe-2018-0086","volume":"12","author":"S-G Toma","year":"2018","unstructured":"Toma S-G, Marinescu P (2018) Business excellence models: a comparison. Proc Int Conf Bus Excell 12(1):966\u2013974. https:\/\/doi.org\/10.2478\/picbe-2018-0086","journal-title":"Proc Int Conf Bus Excell"},{"issue":"11\u201312","key":"576_CR94","doi-asserted-by":"publisher","first-page":"1227","DOI":"10.1080\/14783363.2012.733255","volume":"23","author":"A Ueno","year":"2012","unstructured":"Ueno A (2012) Which HRM practices contribute to service culture? Total Qual Manag Bus Excell 23(11\u201312):1227\u20131239. https:\/\/doi.org\/10.1080\/14783363.2012.733255","journal-title":"Total Qual Manag Bus Excell"},{"key":"576_CR95","unstructured":"UNE-CENT (2015) UNE-CENT\/TS 16880:2015. Service excellence\u2014creating outstanding customer experiences through service excellence."},{"issue":"4","key":"576_CR96","doi-asserted-by":"publisher","first-page":"263","DOI":"10.1287\/serv.2017.0186","volume":"9","author":"B Verlaine","year":"2017","unstructured":"Verlaine B (2017) Toward an agile IT service management framework. Serv Sci 9(4):263\u2013274. https:\/\/doi.org\/10.1287\/serv.2017.0186","journal-title":"Serv Sci"},{"issue":"12","key":"576_CR97","doi-asserted-by":"publisher","first-page":"1317","DOI":"10.1016\/j.infsof.2012.07.007","volume":"54","author":"R Wendler","year":"2012","unstructured":"Wendler R (2012) The maturity of maturity model research: a systematic mapping study. Inf Softw Technol 54(12):1317\u20131339. https:\/\/doi.org\/10.1016\/j.infsof.2012.07.007","journal-title":"Inf Softw Technol"},{"issue":"2","key":"576_CR98","doi-asserted-by":"publisher","first-page":"153","DOI":"10.1080\/10580530902797532","volume":"26","author":"MA Winniford","year":"2009","unstructured":"Winniford MA, Conger S, Erickson-Harris L (2009) Confusion in the ranks: IT service management practice and terminology. Inf Syst Manag 26(2):153\u2013163. https:\/\/doi.org\/10.1080\/10580530902797532","journal-title":"Inf Syst Manag"},{"issue":"2","key":"576_CR99","doi-asserted-by":"publisher","first-page":"209","DOI":"10.1016\/S0925-5273(97)00118-7","volume":"53","author":"BE Withers","year":"1997","unstructured":"Withers BE, Ebrahimpour M, Hikmet N (1997) An exploration of the impact of TQM and JIT on ISO 9000 registered companies. Int J Prod Econ 53(2):209\u2013216","journal-title":"Int J Prod Econ"},{"key":"576_CR100","volume-title":"Case study research: design and methods","author":"RK Yin","year":"2009","unstructured":"Yin RK (2009) Case study research: design and methods. Sage, California"},{"issue":"4","key":"576_CR101","doi-asserted-by":"publisher","first-page":"931","DOI":"10.2307\/41409967","volume":"35","author":"Lu Ying","year":"2011","unstructured":"Ying Lu, Ramamurthy K (2011) Understanding the link between information technology capability and organizational agility: an empirical examination. MIS Q Manag Inf Syst 35(4):931\u2013954","journal-title":"MIS Q Manag Inf Syst"}],"updated-by":[{"DOI":"10.1007\/s10257-023-00648-w","type":"correction","label":"Correction","source":"publisher","updated":{"date-parts":[[2023,9,28]],"date-time":"2023-09-28T00:00:00Z","timestamp":1695859200000}}],"container-title":["Information Systems and e-Business Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-022-00576-1.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s10257-022-00576-1\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-022-00576-1.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,9,28]],"date-time":"2023-09-28T14:07:32Z","timestamp":1695910052000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s10257-022-00576-1"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,12,10]]},"references-count":101,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2023,3]]}},"alternative-id":["576"],"URL":"https:\/\/doi.org\/10.1007\/s10257-022-00576-1","relation":{"correction":[{"id-type":"doi","id":"10.1007\/s10257-023-00648-w","asserted-by":"object"}]},"ISSN":["1617-9846","1617-9854"],"issn-type":[{"value":"1617-9846","type":"print"},{"value":"1617-9854","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022,12,10]]},"assertion":[{"value":"3 January 2022","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"9 August 2022","order":2,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"2 September 2022","order":3,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"10 December 2022","order":4,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"28 September 2023","order":5,"name":"change_date","label":"Change Date","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"Correction","order":6,"name":"change_type","label":"Change Type","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"A Correction to this paper has been published:","order":7,"name":"change_details","label":"Change Details","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"https:\/\/doi.org\/10.1007\/s10257-023-00648-w","URL":"https:\/\/doi.org\/10.1007\/s10257-023-00648-w","order":8,"name":"change_details","label":"Change Details","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"The authors declare that they have no conflict of interest.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflict of interest"}},{"value":"This paper does not contain any studies with human participants or animals performed by any of the authors.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethical approval"}}]}}