Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study

作者：

Highlights：

• A mixed-method study reveals the role of IT service climate in IT service quality.

• Job resources and personal resources positively affect IT service climate (ITSC).

• Customer contact frequency strengthens the influence of ITSC on IT service quality.

• ITSC fully mediates the effects of training, reward, IS support and hope.

• ITSC partially mediates the effect of self-efficacy.

摘要

•A mixed-method study reveals the role of IT service climate in IT service quality.•Job resources and personal resources positively affect IT service climate (ITSC).•Customer contact frequency strengthens the influence of ITSC on IT service quality.•ITSC fully mediates the effects of training, reward, IS support and hope.•ITSC partially mediates the effect of self-efficacy.

论文关键词：Personal resources,Job resources,IT service climate,IT service quality,Customer contact frequency

论文评审过程：Received 22 February 2020, Revised 24 November 2020, Accepted 25 November 2020, Available online 28 December 2020, Version of Record 28 December 2020.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102290