To date, researchers in Information Systems (IS) and other disciplines have exhausted a considerable amount of effort devising measures of service quality. Given this extensive work, it is interesting to note that levels of analysis issues have not been discussed. To address this deficiency, this paper defines levels of analysis and applies the concept to the assessment of service quality. Issues related to specifying the level of analysis are discussed, including the level of theory, data collection, and statistical analysis. Additionally, the use of service quality in unit-level models is discussed, with special emphasis given to issues of data aggregation.
|Journal||International Journal of Services and Standards|
|State||Published - 2008|