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
Y1 - 2013
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
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U2 - 10.1007/978-3-642-34447-3_12
DO - 10.1007/978-3-642-34447-3_12
M3 - Chapter
AN - SCOPUS:84879241850
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 -