Performance evaluation of information technology service: the state of the art recognition by a constructivist research process and bibliometrics.

Abstract

The objective of this paper is to highlight the "state of the art" in the topic Performance Evaluation of Information Technology (IT) Service using the Knowledge Development Process - Constructivist (ProKnow-C) for selecting a Bibliographic Portfolio with scientific recognition and developing a bibliometrics. The process identified 15 relevant articles and aligned with the theme of research in international databases, ISI and Scopus, published between 2003 and 2014. In addition, it was evidenced statistically articles more scientific prestige, the keywords most used, as well as authors and journals that published on the subject Performance Evaluation of Information Technology Service. The results obtained in this research can contribute to studies focused at the subject and to its evolution.

Keywords:
Performance evaluation; Information technology; Service quality; IT service