The video games industry is one of the fastest growing branches of industry, reaching revenues comparable to (or even surpassing, depending on the source) the 70 year older film industry. The growth was not free from turmoil, as the industry faced many disruptive changes, market crashes, fusions and takeovers. High development costs and fierce competition make video games a high-risk business. While it seems obvious that companies in such unstable environment should strive to achieve the highest quality of their products, the uniqueness, variety, complexity, and constant evolution of video games makes common definitions and models of quality difficult to apply. This article provides an overview of problems concerning the application of the term “quality”, it's frameworks and measurement methods to video games.
If the inline PDF is not rendering correctly, you can download the PDF file here.
BOP Consulting 2010. Mapping the Creative Industries: A Toolkit Creative and Cultural Economy series ⁄ 2 The British Council London.
Grönroos C. 1984. A Service Quality Model and its Marketing Implications European Journal of Marketing 18 (4).
Gummesson E. Grönroos C. 1987. Quality of Services: Lessons from the Products Sector (in:) Suprenant C. (ed.) Add Value to Your Service: The Key to Success American Marketing Association Chicago.
Howkins J. 2001. The Creative Economy: How People Make Money From Ideas Penguin London.
International Organization for Standarization 2015. ISO 9000:2015 retrieved from: https://www.iso.org/obp/ui/#iso:std:iso:9000:ed-4:v1:en [21.04.2019].
Ip B. Jacobs G. 2006. Quality function deployment for the games industry: Results from a practical application Total Quality Management 17 835–856.
ITU-T 2008. Recommendation E.800: Definitions of terms related to quality of service Telecommunication Standardization Sector of ITU.
Jacobs G. Ip B. 2003. Matching games to gamers with quality function deployment TQM & Business Excellence 14 959–967.
Kao Y.-F. Huang L.-S. Wu C.-H. 2008. Effects of theatrical elements on experiential quality and loyalty intentions for theme parks Asia Pacific Journal of Tourism Research 13(2) 163–174.
Lagari K. u.R. Crespi N. 2012. Toward Total Quality of Experience: A QoE Model in a Communication Ecosystem IEEE Communications Magazine 50(4) 58-65.
Murphy-Hill E. Zimmermann T. Nagappan N. 2014. Cowboys Ankle Sprains and Keepers of Quality: How Is Video Game Development Different from Software Development? International Conference on Software Engineering 1–11. ACM New York.
Nacke L. 2009. From Playability to a Hierarchical Game Usability Model Proceedings of the 2009 Conference on Future Play @ GDC Canada 11-12.
Otto J. E. & Ritchie J. R. B. 1996. The service experience in tourism. Tourism Management 17(3) 165–174.
Parasuraman A. Zeithaml V.A. Berry L.L. 1985. A Conceptual Model of Service Quality and Its Implications for Future Research Journal of Marketing 49.
Parry G. Newnes L. Huang X. 2011. Goods Products and Services (in:) Macintyre M. Parry G. Angelis J. (Eds.) Service Design and Delivery Springer.
Raczynski B. Curtis B. 2008. Software Data Violate SPC’s Underlying Assumptions IEEE Software 25 (3) 49-51.
Ruuska E. 2015. Quality assurance testing in video games. The importance and impact of a misunderstood industry Bachelor’s Thesis Tampere University of Applied Sciences.
Schreirer J. 2017. Top Video Game Companies Won't Stop Talking About ‘Games As A Service’ Kotaku.com 30.05.2017 retrieved from: https://kotaku.com/top-video-game-companies-wont-stop-talking-about-games-1795663927 [22.04.2019].
United Nations 2004. Creative Industries and Development TD(XI)/BP/13 United Nations Conference on Trade and Development Sao Paulo 13–18 June 2004.
Vargo S.L. Lusch R.F. 2004. Evolving to a new dominant logic for marketing Journal of Marketing 68 (1) 1–17.
Villapaz L. 2013. 'GTA 5' Costs $265 Million To Develop And Market Making It The Most Expensive Video Game Ever Produced: Report International Business Times 08.09.2013 retrieved from: https://www.ibtimes.com/gta-5-costs-265-million-develop-market-making-it-most-expensive-video-game-ever-produced-report [27.04.2019].
Wijman T. 2018. Mobile Revenues Account for More Than 50% of the Global Games Market as It Reaches $137.9 Billion in 2018 Newzoo.com 30.04.2018 retrieved from: https://newzoo.com/insights/articles/global-games-market-reaches-137-9-billion-in-2018-mobile-games-take-half/ [29.04.2019].