Reconceptualizing digital service quality : a call-to-action and research approach

Tate, Mary, Furtmueller, Elfi, Gao, Hongzhi, & Gable, Guy G. (2014) Reconceptualizing digital service quality : a call-to-action and research approach. In PACIS 2014 Proceedings, AIS Electronic Library (AISeL), Chengdu, China, p. 11.

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The nature of services and service delivery has been changing rapidly since the 1980’s when many seminal papers in services research were published. Services are increasingly digital, or have a digital component. Further, a large and heterogeneous literature, with competing and overlapping definitions, many of which are dated and inappropriate to contemporary digital services offerings is impeding progress in digital services research. In this conceptual paper, we offer a critical review of some existing conceptualizations of services and digital services. We argue that an inductive approach to understanding cognition about digital services is required to develop a taxonomy of digital services and a new vocabulary. We argue that this is a pre-requisite to theorizing about digital services, including understanding quality drivers, value propositions, and quality determinants for different digital service types. We propose a research approach for reconceptualising digital services and service quality, and outline methodological approaches and outcomes.

Impact and interest:

2 citations in Scopus
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ID Code: 74375
Item Type: Conference Paper
Refereed: Yes
Keywords: Digital services, Conceptualization, Taxonomy, Process, Metaphor
Divisions: Current > Schools > School of Electrical Engineering & Computer Science
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Deposited On: 24 Jul 2014 03:05
Last Modified: 23 Feb 2015 01:02

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