Service Quality

Abstract

Once a service is defined, its quality must also be defined. Many service quality measures from marketing, supply chain, and Information Systems have been formulated and tested over the last 50 years, developing generic user satisfaction measures. This research reviews the research from the three disciplines, developing directions for future research on service quality. Suggested future research directions include a more context-specific, medium-sensitized approach to services, that is able to measure not only human services but also co-produced and machine-produced services.

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