| This research used a single case study methodology to investigate how Independent Financial Marketing Group (IFMG) estimates the cost of Internet service outages. The researcher also explored management and employee perceptions and beliefs about the factors that impact the costs. Data was collected with the use of document analysis, face-to-face interviews, and a structured questionnaire that was successfully deployed across a Web-interface to 175 company employees resulting in a 34.3% response rate. The findings from the survey clearly demonstrated that employees believed IFMG was dependent on the reliable and dependable operation of the Internet. During the research, no model or other objective methods were found to be used by IFMG to estimate the financial implications of Internet service outages. Although no objective method or process was found to be used, some variables were found to be considered including the number of users, the functionality of the applications, the availability of backup methods, and the length of outages. Senior executives did not believe lost sales and lost productivity were critical or key variables to be considered given the nature of their business and their belief as to the difficulty of substitution. However, employees surveyed did feel that lost sales and lost productivity were variables that were important to consider. |
