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

All Science Journal Classification (ASJC) codes

  • Computer Science(all)
  • Mathematics(all)

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    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.