Replication of Measures in Information Systems Research: The Case of IS SERVQUAL* |
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| Authors: | William J Kettinger Choong C Lee |
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| Institution: | 1. Center for Information Management and Technology Research, Department of Management Science, College of Business Administration, University of South Carolina, Columbia, SC 29208, email:bill@sc.edu;2. Franklin P. Perdue School of Business, Information & Decision Sciences, Salisbury State University, Salisbury, MD 21801, Email: cclee@ssu.edu |
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| Abstract: | The Information Systems (IS) discipline should recognize potential pitfalls in replication of research studies. This response to a note appearing in this issue by Van Dyke, Prybutok, and Kappelman (1999) aims to serve two purposes. First, this note will address the problems we have with the Van Dyke et al. (1999) attempted replication of our own previous work. Second, we hope it serves to establish more generally an awareness in the IS field for the potential to create and accept the “illusion of replicability” when this has not really been established. |
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| Keywords: | Information Systems Quality Management Information Systems Performance Evaluation Replication Research Methodology Service Operations |
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