The TIHP Framework: An Instrument for Measuring Quality of Hybrid Services

Fabian Walke, Till J. Winkler

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


Although services are often provided as hybrids containing digital (e.g., onlineregistration) and physical (e.g., on-site appointment) service components, we lack appropriate instruments that could measure the quality of hybrid services across different types of organizations. Building on prior literature in service quality measurement, we develop and validate an instrument to measure service recipient’s perceptions of quality in hybrid services that can be used by organizations in the public and private sector. The key contribution of this paper is the Technology, Information, Human, Process framework (TIHP), a measurement instrument with four quality dimensions and 28 quality attributes. Our empirical validation with answers from 121 service recipients supports the psychometric validity of this instrument. We discuss how the TIHP framework can be useful to governments, practitioners, and researchers alike.
Original languageEnglish
Title of host publicationPACIS 2022 Proceedings
Number of pages18
Place of PublicationAtlanta, GA
PublisherAssociation for Information Systems. AIS Electronic Library (AISeL)
Publication date2022
Publication statusPublished - 2022
EventThe 26th Pacific Asia Conference on Information Systems. PACIS 2022 - Virtual, WWW
Duration: 5 Jul 20229 Jul 2022
Conference number: 26


ConferenceThe 26th Pacific Asia Conference on Information Systems. PACIS 2022
Internet address


  • Hybrid service quality
  • Quality framework
  • Measurement scale
  • Public sector
  • Private sector
  • Organizations
  • Context-independency
  • Cross-industry
  • Cross-authority

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