Managing Customer Expectations
project and program contexts, and organizational agility.
His research has been published in journals such as
Project Management Journal, Communications of the
Association for Information Systems, IEEE Computer,
Journal of Computer Information Systems, International
Journal of Information Technology Project Management,
and the proceedings of conferences, such as the
European Conference on Information Systems and the
International Conference on Information Systems. He
can be contacted at firstname.lastname@example.org
Georgios Stavrou, MSc, is an IT business analyst in
the automotive industry. He holds bachelor’s and master’s degrees in information systems from the University
of Cologne, Germany. His professional and research
interests cover the management of IT projects in general and the management of stakeholders in particular.
He can be contacted at email@example.com
Oleg Pankratz, PhD, is a postdoctoral researcher in
the Department of Information Systems and Systems
Development at the University of Cologne, Germany.
His research focuses on IS project success and has
been published in the Project Management Journal,
International Journal of Information Systems and
Project Management, and the proceedings of
conferences, such as the European Conference
on Information Systems and the International
Conference on Information Systems. He can be
contacted at firstname.lastname@example.org
van Ekris, J. (2008). Delivery quality: A
necessary area for attention for project
managers. Paper presented at the
IASTED International Conference on
Software Engineering, February 12–14,
van Ekris, J. (2009). Factors in project
management influencing repeat
business. Paper presented at the IASTED
International Conference on Software
Engineering, February 17–18, Innsbruck,
Vlaanderen, K., Jansen, S.,
Brinkkemper, S., & Jaspers, E. (2011).
The agile requirements refinery:
Applying SCRUM principles to software
product management. Information and
Software Technology, 53( 1), 58–70.
Zeithaml, V. A., Berry, L. L., &
Parasuraman, A. (1993). The nature and
determinants of customer expectations
of service. Journal of the Academy of
Marketing Science, 21( 1), 1–12.
Dirk Basten, PhD, is an assistant professor in the
Department of Information Systems and Systems
Development at the University of Cologne, Germany. His
research focuses on IS project success, software development effort estimation, knowledge management in
Strauss, A. L., & Corbin, J. M. (2015).
Basics of qualitative research: Techniques
and procedures for developing grounded
theory (4th ed.). Newbury Park, CA:
Sutterfield, J. S., Friday-Stroud, S. S.,
& Shivers-Blackwell, S. L. (2006). A
case study of project and stakeholder
management failures: Lessons learned.
Project Management Journal, 37( 5),
Tesch, D., Jiang, J. J., & Klein, G.
(2003). The impact of information
system personnel skill discrepancies
on stakeholder satisfaction. Decision
Sciences, 34( 1), 107–129.
Turner, R., & Zolin, R. (2012).
Forecasting success on large projects:
Developing reliable scales to predict
multiple perspectives by multiple
stakeholders over multiple time frames.
Project Management Journal, 43( 5),
Urquhart, C., & Fernández, W. (2013).
Using grounded theory method in
information systems: The researcher
as blank slate and other myths. Journal
of Information Technology, 28( 3),