Dr Beverley Hope

Quality, service quality, online environments, knowledge management, and IS Education

Beverley's research focuses on issues around the nature and achievement of service quality in online and multi-channel environments, and how this quality might be improved. She is particularly interested in how firms organize internally (beneath the line of visibility) to support e-commerce and customer relationship functions. In 2008, Beverley returned to the roots established in her MBA and PhD studies, and to examine the potential of the emerging multidisciplinary area of Services Science. Other related research interests include the impact of IT sourcing decisions on IT users' perceptions of service quality, and the human factors and organizational culture necessary to encourage knowledge sharing in organizations. She has also researched and published material on Information Systems education and research training, and in knowledge management.

Administrative Responsibilities

• Coordinator for INFO 301 and INFO 402

Selected Publications

Hope, B. G., & Campbell, P. (2009).  A services science major in a Bachelor of Science (IT) program: The case of UAE University. Conference in Information Resource Management (Conf-IRM). Dubai, UAE, 21-23 May 2009.

Tate, M., Evermann, J., & Hope, B. G. (2008). Stakeholder expectations of service quality in a university web portal. In D. Oliver, C. Romm & F. Sudweeks (Eds.), Self-Service in the Internet Age (pp. 63-83). London: Springer-Verlag.

Kamstra, L., Howell, B., & Hope, B. G. (2008). The case of the Wellington Loop: An illustration of a two sided market strategy in an educational ICT infrastructure development. Proceedings of the Australasian Conference on Information Systems (ACIS), Christchurch, 3-5 December 2008.

Tate, M., Evermann, J., & Hope, B. G. (2008). Old theory and new service quality: An exploratory study of the nature and nomological net of online service quality and continuing use using information systems theory. Proceedings of the Australasian Conference on Information Systems (ACIS), Christchurch, 3-5 December 2008.

Schroeder, A., & Hope, B. G. (2007). Information flows in a New Zealand sheep meat supply chain. In Y. C. W. Wang, M. S. H. Heng, and Y. K. P. Chau (Eds.), Supply Chain Management: Issues in the New Era of Collaboration and Competition (pp. 45-62). Hershey, PA: Idea Group Publishing.

Richardson, H. & Hope, B. G. (2007). Changing public servants into knowledge workers: Information systems for case management at ACC. In V. Hooper (Ed.), New Zealand Case Studies in Information Systems (pp.14-18). New Zealand:  Pearson

Coker, B., Hope, B., Tate, M., (2007). Ezibuy: A multi-channel success story. In Val Hooper (Ed.), New Zealand Case Studies in Information Systems (pp. 36-40). Auckland, Pearson Education New Zealand.

Tate, M., Evermann, J., Hope, B., Barnes, S. (2007). Perceived service quality in a university Web portal: Revising the E-Qual instrument. In R. H. Sprague (Ed.), Proceedings of the 40th Annual Hawaii International Conference on System Sciences (pp. 1-10). Los Alamitos, IEEE Computer Society Press. CD-ROM.

Tate, M., Evermann, J., Hope, B., Barnes, S. (2007). Perceived service quality: Latent dimensions and ontological implications. In Felix B. Tan, James Thong, Lech J. Janczewski (Eds.), Proceedings of the 11th Pacific Asia Conference on Information Systems (PACIS) (pp. 1-7). Auckland, School of Business, University of Auckland. CD-ROM.

Current Teaching

MMBA 507 – Information Systems (Trimester 1 2009)
An introduction to information systems with an emphasis on understanding how computers can be used effectively in organisations. The course explores information technology, the organisational implications of technology, and the management of information systems.

INFO 301 – Strategic Information Systems Management (Trimester 2 2009)
A study of the strategic significance of IS and IT within organisations. The course examines the ways in which information technology and systems can be deployed to serve an organisation's strategic goals.

INFO 402 - Current issues in Information Systems Research (Trimester 2 2009)
Building on INFO 401, this course will make a critical examination of recent literature in the domain of strategic, managerial and organisational aspects of information systems research. Students are assessed both on their knowledge of the field covered in the course and their general knowledge of information systems research literature.