IS service performance: self-perceptions and user perceptions

User evaluation of the quality of an information system (IS) and its servic e is often a major factor in the performance evaluation of the IS staff. Wh ile views of users are critical, user evaluation may be incomplete and prom pt 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 expec tations more effectively and set the most appropriate future goals. Evidenc e from a survey of 193 IS users and IS staff members clarified the helpfuln ess of the principles in 360 degrees feedback with regard to IS staff perfo rmance. (C) 2001 Elsevier Science B.V. All rights reserved.