“…One example of the type of work that could be conducted is to identify specific design practices that would influence the various characteristics identified here and to identify practices that would influence reliability and assurance, the two dimensions of service quality that are predictors of continuance intention. Future research along such lines would not only effectively build on our work, it would also pay greater attention to the information technology artifact (Benbasat & Zmud, 2003) and more closely integrate the design and behavioral paradigms of information sciences research (Chau, Huang, Qin, Zhou, & Chen, 2006;Chen, 2005;Gremett, 2006;Hong, 2005;Ju & Gluck, 2005;Marshall, McDonald, Chen, & Chung, 2004;Zhang, 2000;Zhang & Benjamin, in press;Zhang & Li, 2005).…”