The success of DP charge-back systems from a user's perception

Abstract The factors related to charge-back system success were studied in 53 large and medium-sized organizations in the United States. The 263 user-managers who completed the questionnaires identified important organizational and charge-back system characteristics associated with charge-back system success. Successful charge-back systems were observed when 1) the users were held accountable for results, 2) they were involved in the preparation of data-processing budget, 3) they had authority over data-processing activities, 4) they were charged in proportion to the services used and 5) their charges carried meaningful information.

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