Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services
作者:
Highlights:
•
摘要
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.
论文关键词:IT services,Communication effectiveness,Service quality,Functional service quality,Technical service quality,Trust,Relationship commitment
论文评审过程:Received 21 April 2011, Revised 11 February 2012, Accepted 13 February 2012, Available online 10 April 2012.
论文官网地址:https://doi.org/10.1016/j.ijinfomgt.2012.02.005