Foreword of the Thematic Track Quality Aspects in Service Management

Abstract

While the importance of service quality has become widely recognized, its conceptualization and measurement remain understudied. Efforts have been limited to the implementation of SERVQUAL and asking simple questions from customers when service interactions are completed. IT service quality is a complex multi-faceted construct that depends on the value that the IT service brings to the business of both the IT service provider and its customers, yet rigorous measurement of IT service value is still not conducted in most service organizations.