Impacts of End-User and Information Center Characteristics on End-User Computing Support
对114个信息中心的调查发现，终端用户所需的支持因其计算熟练度和信息中心成熟度而异，但信息中心未针对用户差异设计支持服务，导致支持不足，而满足更多支持需求能提升用户满意度。
:In a cross-sectional survey of 114 information centers, it was found that support needed by end-users varied with their computing sophistication and the maturity of the information center. However, information centers did not take into account differences among users in designing support services, and provided all users with the same amount of support. For most users, the support provided was far less than the support needed, but end-user satisfaction was higher when more support needswere fulfilled. The implication of these results is that information centers are not making the requisite effort to identify and fulfill the support needs of their end-users.