Beyond the "Mythical Centre": An Affirmative Post-Modern View of SERVQUAL Research in Information Systems
نویسندگان
چکیده
Conventional approaches to literature reviews tend to perform a meta-analysis of previous literature, based on a modernist, normal science paradigm. These reviews typically seek a ‘mythical centre’ based on synthesis and consensus. This is not always appropriate for research areas that have been characterised by heterogeneous and inconsistent studies. In this paper, we examine the discourse associated with SERVQUAL research in information systems and electronic commerce. We identify seven distinct ‘storylines’ that have emerged. We conclude that a discourse-based approach to analysing literature gives a richer and more representative picture of the state of knowledge than conventional meta-analysis.
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