دانلود مقاله ISI انگلیسی شماره 40543
عنوان فارسی مقاله

توسعه یک مدل خدمات با سوابق خدمات IT

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
40543 2014 8 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
Development of a service continance model with IT service antecedents
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Retailing and Consumer Services, Volume 21, Issue 5, September 2014, Pages 717–724

کلمات کلیدی
خدمات مرتبط با IT - شرکت های خدمات - کیفیت خدمات سیستم - کیفیت خدمات به مشتریان - وفاداری
پیش نمایش مقاله
پیش نمایش مقاله توسعه یک مدل خدمات با سوابق خدمات IT

چکیده انگلیسی

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.

خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.