دانلود مقاله ISI انگلیسی شماره 41810
ترجمه فارسی عنوان مقاله

بررسی تاثیر اثربخشی ارتباطات در کیفیت خدمات، اعتماد و تعهد به رابطه در خدمات فناوری ارتباطات

عنوان انگلیسی
Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services ☆
کد مقاله سال انتشار تعداد صفحات مقاله انگلیسی
41810 2012 10 صفحه PDF
منبع

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

Journal : International Journal of Information Management, Volume 32, Issue 5, October 2012, Pages 459–468

ترجمه کلمات کلیدی
خدمات فناوری اطلاعات - اثربخشی اطلاعات - کیفیت خدمات - کیفیت خدمات کاربردی - کیفیت خدمات فنی - اعتماد - تعهد به رابطه
کلمات کلیدی انگلیسی
IT services; Communication effectiveness; Service quality; Functional service quality; Technical service quality; Trust; Relationship commitment
پیش نمایش مقاله
پیش نمایش مقاله  بررسی تاثیر اثربخشی ارتباطات در کیفیت خدمات، اعتماد و تعهد به رابطه در خدمات فناوری ارتباطات

چکیده انگلیسی

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.