Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services

Park, Jun-Gi; Lee, Jungwoo; Lee, Hyejung; Truex, Duane P.

doi:10.1016/j.ijinfomgt.2012.02.005

Cited by 111 publications

(90 citation statements)

References 50 publications

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“…Previous research has examined the effects of various antecedents of RC in the context of the business-to-business (B2B) financial services industry (Theron et al, 2008), supply chain management (Abdullah and Musa, 2014), social media (Ma and Chan, 2014), information technology services (Park et al, 2012), and ebanking (Sanchez-Franco, 2009). The majority of these studies are quantitative in nature and were conducted in a single country context (Hanafizadeh et al, 2014;Akturan and Tezcan, 2012;Zhou, 2012).…”

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confidence: 99%

Continuous mobile banking usage and relationship commitment – A multi-country assessment

2015

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Although conducting banking transactions via mobile phones, smart phones, and tablets has become popular in many countries, major gaps exist in our understanding of those who use this technology, particularly how experienced users perceive mobile banking. Drawing from the literature on mobile banking adoption, continuous usage behavior and post-adoption of technology behavior, the authors shed light on the nature of experienced mobile banking users' relationship commitment with their bank and personal finances. The study reveals changes in commitment and shows that mobile banking offers substantial added value to users. Overall, this research will help managers better understand the importance of mobile banking services in the light of customer relationship commitment.

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confidence: 99%

Continuous mobile banking usage and relationship commitment – A multi-country assessment

2015

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“…Some studies also revealed that increased customer satisfaction contributes to enhanced cooperation between customers and a company (AbdulRahman and Kamarulzaman, 2012;Dai, 2002;Park et al, 2012). Bettencourt (1997) and Dai (2002) confirmed that satisfaction has a positive impact on participation.…”

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confidence: 98%

A comprehensive relationship marketing model between airlines and travel agencies: The case of Taiwan

Chao

Chen

Yeh

2015

Journal of Air Transport Management

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“…Harrison and Walker (2001) found a positive association of perceived service quality with customer commitment in the context of word of mouth communication. More recently, Park et al (2012) observed perceived service quality has a positive influence on relationship commitment along with trust in the context of IT services. We extend this and argue that perceived eretailer's agility will have positive influence on customer commitment .…”

Section: Perceived E-retailer's Agility and Customer Commitmentmentioning

confidence: 99%

An Empirical Investigation on E-Retailer Agility, Customer Satisfaction, Commitment and Loyalty

Roy

Raju

Мандал

2017

Business: Theory and Practice

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Abstract. Internet has changed the way retailers do their business. They have gone electronic and are now termed as eretailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if eretailers provide good information and system quality to their consumers and in turn show agility to resolve their issues, eretailers may develop loyal customers. In our study, we propose a model to provide understanding of this process by studying the antecedents and consequences of eretailers' agility. Partial least squares were used for testing the proposed relationships. The empirical findings based on 222 completed responses suggest that information quality and system quality of eretailer website can be a factor in consumers perceiving eretailers to be agile. Also, this results in customer loyalty.

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Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services

Cited by 111 publications

References 50 publications

Continuous mobile banking usage and relationship commitment – A multi-country assessment

Continuous mobile banking usage and relationship commitment – A multi-country assessment

A comprehensive relationship marketing model between airlines and travel agencies: The case of Taiwan

An Empirical Investigation on E-Retailer Agility, Customer Satisfaction, Commitment and Loyalty

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