Reconceptualizing digital service quality: A call-to-action research approac

Mary Tate, Elfi Furtmueller, Hongzhi Gao, Guy Gable

Research output: Contribution to conferencePaper

8 Citations (Scopus)
10 Downloads (Pure)


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.
Original languageEnglish
Number of pages11
Publication statusPublished - 24 Jun 2014
Event18th Pacific Asia Conference on Information Systems, PACIS 2014 - Chengdu, China
Duration: 24 Jun 201428 Jun 2014
Conference number: 18


Conference18th Pacific Asia Conference on Information Systems, PACIS 2014
Abbreviated titlePACIS


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