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

Jungi Park, Jungwoo Lee, Hyejung Lee, Duane Truex

Research output: Contribution to journalArticlepeer-review

94 Citations (Scopus)


Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service provider's viewpoint, it is important to raise the level of clients' relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients' trust.

Original languageEnglish
Pages (from-to)459-468
Number of pages10
JournalInternational Journal of Information Management
Issue number5
Publication statusPublished - 2012 Oct

Bibliographical note

Funding Information:
This research was partially supported by the MKE (Ministry of Knowledge Economy) , Republic Korea, under IT/SW Creative research program supervised by NIPA (National IT Industry Promotion Agency: NIPA-2011-C1820-1101-0015).

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Information Systems
  • Computer Networks and Communications
  • Information Systems and Management
  • Marketing
  • Library and Information Sciences
  • Artificial Intelligence


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