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Exploring the impac...
Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services
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- Park, J. (författare)
- Graduate School of Information, Yonsei University, Seoul, South Korea
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- Lee, J. (författare)
- Graduate School of Information, Yonsei University, Seoul, South Korea
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- Lee, H. (författare)
- Graduate School of Information, Yonsei University, Seoul, South Korea
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- Truex, Duane (författare)
- Mittuniversitetet,Institutionen för informationsteknologi och medier (-2013)
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(creator_code:org_t)
- Elsevier BV, 2012
- 2012
- Engelska.
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Ingår i: International Journal of Information Management. - : Elsevier BV. - 0268-4012 .- 1873-4707. ; 32:5, s. 459-468
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https://www.scopus.c...
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Ämnesord
Stäng
- Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service provider's viewpoint, it is important to raise the level of clients' relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients' trust. © 2012 Elsevier Ltd. All rights reserved.
Ämnesord
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Information Systems, Social aspects (hsv//eng)
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- Communication effectiveness
- Functional service quality
- IT services
- Relationship commitment
- Service quality
- Technical service quality
- Trust
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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