The theoretical models proposed by Jia et al., 2008 and Jia and Reich, 2013 include both the antecedents and outcomes of IT service climate, whereas we focus exclusively on the downstream effects of a favorable IT service environment (as perceived by individual IT informants), and we add richness to the IT service nomology by investigating IT agility as an outcome of a positive service environment.
The more general service climate literature repeatedly finds that a positive service climate facilitates higher quality service