Impact of IT service provider's expertise and customer's sociability on continuous intention to use

Jungwoo Lee, Yongki Park, Junbeom Jang

Research output: Chapter in Book/Report/Conference proceedingChapter

2 Citations (Scopus)

Abstract

Relationship marketing, which focuses on the relationship with the customers, is considered important in the field of service marketing. This research explores the relations of customers' perceived expertise of service provider and customer's sociability, and how these factors are related to the intention to use. Relationship quality is set as a mediating variable. The relationship quality is measured by trust and commitment. Also, the relationship between trust and commitment is measured. The result of the analysis of survey data shows that, expertise and sociability factors have positive effects on relationship quality. Also, the two factors of relationship quality, trust and commitment, have positive effects on the intention to use. In addition, trust is positively related to commitment. In conclusion, service provider's expertise and customers' sociability are the factors of IT service's success.

Original languageEnglish
Title of host publicationContemporary Research on E-business Technology andStrategy
PublisherSpringer Verlag
Pages135-146
Number of pages12
ISBN (Print)9783642344466
Publication statusPublished - 2013 Jan 1

Publication series

NameCommunications in Computer and Information Science
Volume332
ISSN (Print)1865-0929

Fingerprint

Expertise
Marketing
Customers
Survey Data
Relationships
Commitment

All Science Journal Classification (ASJC) codes

  • Computer Science(all)
  • Mathematics(all)

Cite this

Lee, J., Park, Y., & Jang, J. (2013). Impact of IT service provider's expertise and customer's sociability on continuous intention to use. In Contemporary Research on E-business Technology andStrategy (pp. 135-146). (Communications in Computer and Information Science; Vol. 332). Springer Verlag.
Lee, Jungwoo ; Park, Yongki ; Jang, Junbeom. / Impact of IT service provider's expertise and customer's sociability on continuous intention to use. Contemporary Research on E-business Technology andStrategy. Springer Verlag, 2013. pp. 135-146 (Communications in Computer and Information Science).
@inbook{058a0c52c6534933955712c83816819e,
title = "Impact of IT service provider's expertise and customer's sociability on continuous intention to use",
abstract = "Relationship marketing, which focuses on the relationship with the customers, is considered important in the field of service marketing. This research explores the relations of customers' perceived expertise of service provider and customer's sociability, and how these factors are related to the intention to use. Relationship quality is set as a mediating variable. The relationship quality is measured by trust and commitment. Also, the relationship between trust and commitment is measured. The result of the analysis of survey data shows that, expertise and sociability factors have positive effects on relationship quality. Also, the two factors of relationship quality, trust and commitment, have positive effects on the intention to use. In addition, trust is positively related to commitment. In conclusion, service provider's expertise and customers' sociability are the factors of IT service's success.",
author = "Jungwoo Lee and Yongki Park and Junbeom Jang",
year = "2013",
month = "1",
day = "1",
language = "English",
isbn = "9783642344466",
series = "Communications in Computer and Information Science",
publisher = "Springer Verlag",
pages = "135--146",
booktitle = "Contemporary Research on E-business Technology andStrategy",
address = "Germany",

}

Lee, J, Park, Y & Jang, J 2013, Impact of IT service provider's expertise and customer's sociability on continuous intention to use. in Contemporary Research on E-business Technology andStrategy. Communications in Computer and Information Science, vol. 332, Springer Verlag, pp. 135-146.

Impact of IT service provider's expertise and customer's sociability on continuous intention to use. / Lee, Jungwoo; Park, Yongki; Jang, Junbeom.

Contemporary Research on E-business Technology andStrategy. Springer Verlag, 2013. p. 135-146 (Communications in Computer and Information Science; Vol. 332).

Research output: Chapter in Book/Report/Conference proceedingChapter

TY - CHAP

T1 - Impact of IT service provider's expertise and customer's sociability on continuous intention to use

AU - Lee, Jungwoo

AU - Park, Yongki

AU - Jang, Junbeom

PY - 2013/1/1

Y1 - 2013/1/1

N2 - Relationship marketing, which focuses on the relationship with the customers, is considered important in the field of service marketing. This research explores the relations of customers' perceived expertise of service provider and customer's sociability, and how these factors are related to the intention to use. Relationship quality is set as a mediating variable. The relationship quality is measured by trust and commitment. Also, the relationship between trust and commitment is measured. The result of the analysis of survey data shows that, expertise and sociability factors have positive effects on relationship quality. Also, the two factors of relationship quality, trust and commitment, have positive effects on the intention to use. In addition, trust is positively related to commitment. In conclusion, service provider's expertise and customers' sociability are the factors of IT service's success.

AB - Relationship marketing, which focuses on the relationship with the customers, is considered important in the field of service marketing. This research explores the relations of customers' perceived expertise of service provider and customer's sociability, and how these factors are related to the intention to use. Relationship quality is set as a mediating variable. The relationship quality is measured by trust and commitment. Also, the relationship between trust and commitment is measured. The result of the analysis of survey data shows that, expertise and sociability factors have positive effects on relationship quality. Also, the two factors of relationship quality, trust and commitment, have positive effects on the intention to use. In addition, trust is positively related to commitment. In conclusion, service provider's expertise and customers' sociability are the factors of IT service's success.

UR - http://www.scopus.com/inward/record.url?scp=84879241850&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84879241850&partnerID=8YFLogxK

M3 - Chapter

SN - 9783642344466

T3 - Communications in Computer and Information Science

SP - 135

EP - 146

BT - Contemporary Research on E-business Technology andStrategy

PB - Springer Verlag

ER -

Lee J, Park Y, Jang J. Impact of IT service provider's expertise and customer's sociability on continuous intention to use. In Contemporary Research on E-business Technology andStrategy. Springer Verlag. 2013. p. 135-146. (Communications in Computer and Information Science).