Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/323885 
Year of Publication: 
2024
Citation: 
[Journal:] Public Administration [ISSN:] 1467-9299 [Volume:] 103 [Issue:] 2 [Publisher:] Blackwell Publishing Ltd [Place:] Oxford, UK [Year:] 2024 [Pages:] 581-599
Publisher: 
Blackwell Publishing Ltd, Oxford, UK
Abstract: 
ABSTRACT Services in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel services. The goal of this paper is to develop and empirically validate an instrument to fill this research gap. The key contribution of this paper is the Technology, Information, Human, Process, System (TIHPS) framework, which represents the first instrument designed to assess the quality of public sector omnichannel services. An empirical validation using responses from 365 service recipients supports the validity and robustness of this instrument. We discuss how the TIHPS framework can be useful to governments, practitioners, and researchers alike.
Subjects: 
TIHPS
quality framework
measurement scale
instrument development
service experience
new public management
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article
Document Version: 
Published Version
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