Trust in government’s social media service and citizen’s patronage behavior

Park, Min Jae; Choi, Hyeri; Kim, Suk Kyoung; Rho, Jae Jeung

doi:10.1016/j.tele.2015.02.006

Cited by 65 publications

(60 citation statements)

References 57 publications

(64 reference statements)

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“…As expected from the study of the previous literature on Relationship Quality (Choi and Chu, 2001;Wirtz and Mattila, 2004;Sadachar, 2014;Park et al, 2015;Sharma, 2015) we have found a significant positive effect for it on patronage intentions. This highlights that the quality of relationship influences customer behavioral responses.…”

Section: Discussionsupporting

confidence: 87%

“…Park, Choi, Kim, and Rho (2015) confirmed that customer trust has a direct effect on patronage intentions. In addition, customer satisfaction affects directly patronage intentions (Sadachar, 2014;Sharma, 2015).…”

Section: Relationship Quality and Patronage Intentionsmentioning

confidence: 79%

“…More recent research shows that SR strategies directly affect service recovery satisfaction (Wirtz and Mattila, 2004;Kim, 2007;Duffy et al, 2006;Komunda and Osarenkhoe, 2012;Yaya et al, 2013;Kandulapati and Bellamkonda, 2014;Stratemeyer et al, 2014;Mostafa et al (2014) and customer trust (DeWitt et al, 2008 ) as a sub-components of relationship quality. In addition, some aspects of relationship quality influence patronage intentions (Sadachar, 2014;Park et al, 2015;Sharma, 2015).…”

Section: Discussionmentioning

confidence: 99%

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The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

Sciarelli

Nagm

Dakrory

et al. 2017

IBR

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This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.

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Section: Discussionsupporting

confidence: 87%

Section: Relationship Quality and Patronage Intentionsmentioning

confidence: 79%

Section: Discussionmentioning

confidence: 99%

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The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

Sciarelli

Nagm

Dakrory

et al. 2017

IBR

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“…Ha and Fang (2012) think that the Internet can competitively replace the mass media, and Olorunnisola and Martin (2013) also agree that social media will greatly challenge the role and function of traditional mass media. Realizing the importance of social media, the government has also begun to use it in crisis information communications (Park, Choi, Kim, & Rho, 2015). Thus, the role of social media in a crisis event should not be ignored (Cheng et al, 2016).…”

Section: Crisis Communication On Social Mediamentioning

confidence: 99%

“I will never go to Hong Kong again!” How the secondary crisis communication of “Occupy Central” on Weibo shifted to a tourism boycott

2017

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“…These studies have found that trust is important to individual behavior (Gefen et al, 2003;Kim et al, 2008;Park et al, 2015). This is because trust can reduce social uncertainties and promote online transaction success (Qureshi et al, 2009;Fang et al, 2014).…”

Section: Hypothesesmentioning

confidence: 99%

Trust and online consumer health service success

Mou¹,

Cohen

2016

Information Development

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We examine consumers' early stage trust beliefs for effects on perceptions of information and system quality, later stage trust, satisfaction and usage intentions in the context of online health services. Using a longitudinal research design, data was collected from a sample of undergraduates during two time periods, approximately five weeks apart. Results show that trust in the website influences trust in the e-service provider at both early and later stages. Perceptions of system and information quality depend on trust, while trust and satisfaction are important to continued usage intentions. Results are important for understanding how trust interacts with IS success factors.

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Trust in government’s social media service and citizen’s patronage behavior

Cited by 65 publications

References 57 publications

The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

“I will never go to Hong Kong again!” How the secondary crisis communication of “Occupy Central” on Weibo shifted to a tourism boycott

Trust and online consumer health service success

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