Replication of measures in Information Systems research: The case of IS SERVQUAL

William J. Kettinger, Lee Choong C

Research output: Contribution to journalArticlepeer-review

56 Citations (Scopus)


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.

Original languageEnglish
Pages (from-to)893-899
Number of pages7
JournalDecision Sciences
Issue number3
Publication statusPublished - 1999

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting(all)
  • Strategy and Management
  • Information Systems and Management
  • Management of Technology and Innovation


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