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Measuring IT service quality: evaluation of IT service quality measurement framework in industry
16 references·0 citing·47 second hop
Measuring IT service quality: evaluation of IT service quality measurement framework in industry (2014)Measuring IT service quality: evaluation …The Evaluation of the IT Service Quality Measurement Framework in Industry (2013)The Evaluation of the IT Serv…Positioning and Presenting Design Science Research for Maximum Impact1 (2013)Positioning and Presenting De…Extending the IT service quality measurement framework through a systematic literature review (2012)Extending the IT service qual…Adopting a service logic in manufacturing (2010)Adopting a service logic in m…The relationship between service quality and retention within the automated and traditional contexts of retail banking (2009)The relationship between serv…Some insights on conceptualizing and measuring service quality (2009)Some insights on conceptualiz…A review of twenty years of SERVQUAL research (2009)A review of twenty years of S…Steps toward a science of service systems (2007)Steps toward a science of ser…Design Science in Information Systems Research1 (2004)Design Science in Information…Design science in information systems research (2004)Design science in information…Measuring the performance of IT services (2002)Measuring the performance of …KNOWLEDGE-INTENSIVE BUSINESS SERVICES AS CO-PRODUCERS OF INNOVATION (2000)KNOWLEDGE-INTENSIVE BUSINESS …Design and natural science research on information technology (1995)Design and natural science re…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Social Theory and Social Structure (1958)Building theories from case study research (2009)Toward Meaningful Engagement: A Framework for Design and Research of Gamified Information Systems1 (2017)Digital innovation: A review and synthesis (2018)HTMT2–an improved criterion for assessing discriminant validity in structural equation modeling (2021)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)The Knowledge-creating company: How Japanese companies create the dynamics of innovation (1997)The Tacit Dimension (1997)The Knowledge-Creating Company (1998)Capabilities for managing service innovation: towards a conceptual framework (2010)Service Innovation in the Digital Age: Key Contributions and Future Directions (2015)Relationship between innovation capability, innovation type, and firm performance (2017)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Developing e-service quality scales: A literature review (2010)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Hospital healthcare service quality, patient satisfaction and loyalty (2018)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Classifying Services to Gain Strategic Marketing Insights (1983)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Evolving to a New Dominant Logic for Marketing (2003)An evolutionary theory of economic change (1982)An Evolutionary Theory of Economic Change. (1983)Business Dynamics: Systems Thinking and Modeling for a Complex World (2000)Service-dominant logic: continuing the evolution (2007)On value and value co-creation: A service systems and service logic perspective (2008)Institutions and axioms: an extension and update of service-dominant logic (2015)The Structure of Scientific Revolutions (1963)The Reflective Practitioner: How Professionals Think in Action (1985)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The Nature of Theory in Information Systems1 (2006)A Design Science Research Methodology for Information Systems Research (2007)Conjectures and Refutations: The Growth of Scientific Knowledge. (1964)A Three Cycle View of Design Science Research (2007)The Structure of Scientific Revolutions (2017)Information Systems Success: The Quest for the Dependent Variable (1992)The Structure of Scientific Revolutions (1996)Bridging the Qualitative–Quantitative Divide: Guidelines for Conducting Mixed Methods Research in Information Systems1 (2013)Digital Entrepreneurship: Toward a Digital Technology Perspective of Entrepreneurship (2016)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 2004Design Science in Information Systems Research110,671 cited
  • 2004Design science in information systems research8,253 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1995Design and natural science research on information technology3,833 cited
  • 2013Positioning and Presenting Design Science Research for Maximum Impact13,052 cited
  • 1985Problems and Strategies in Services Marketing2,824 cited
  • 2000KNOWLEDGE-INTENSIVE BUSINESS SERVICES AS CO-PRODUCERS OF INNOVATION1,285 cited
  • 2007Steps toward a science of service systems1,266 cited
  • 2009A review of twenty years of SERVQUAL research896 cited
  • 2010Adopting a service logic in manufacturing286 cited
  • 2009Some insights on conceptualizing and measuring service quality154 cited
  • 2002Measuring the performance of IT services129 cited
  • 2009The relationship between service quality and retention within the automated and traditional contexts of retail banking116 cited
  • 2012Extending the IT service quality measurement framework through a systematic literature review47 cited

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  • 2013The Evaluation of the IT Service Quality Measurement Framework in Industry27 cited
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