Abstract

Digital transformation of industries, technologies and society changed the way of service provision and led to changing requirements on service quality. Several models for measuring service quality exist within the literature. Literature reviews on these models mostly focus on the model structure to emphasize differences or commons in e.g. number of dimensions or context of measurement. The fol-lowing paper will raise this detailed level of investigation to a higher level. The main purpose is to provide an overview about different service quality measurement models within IS literature and em-phasize differences between these models compared to traditional measurement scales. A systematic literature review was conducted to structure the literature and reveal further research gaps. Findings were assigned to the service typology matrix of Jaakkola et al. (2017) to gain further research gaps for service quality measurement models directly related to socio-technical change as the two dimen-sions of the matrix reflect two important attributes of digitization. Beneath these gaps, findings indi-cate that service quality measurement models are e.g. context-dependent and offer several areas for further research. The results contribute to IS literature as they structure service quality measurement models from literature on the basis of different service forms and emphasize research gaps.

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