Understanding the consequences of information systems service quality on IS service reuse

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.     

Investigating the Antecedents of Customer Behavioral Intentions Using the Service Acceptance Model

In highly competitive markets, enterprises provide various services to attract and retain customers. However, even though they are able provide higher‐quality services to customers, there are still many companies that are unable to gain benefits because customers do want these services. With the integration of the theory of planned behavior and quality‐value‐satisfaction‐behavioral intention model proposed by Cronin, Brandy, and Hult ( 2000 ), the service acceptance model, an extended model based on the characteristics of the service industry, is proposed in this work to investigate the effects of attitude, social pressure, perceived behavioral control, service quality, and service value on behavioral intention. The empirical results show that the perceived behavioral control of the high‐income sample group is not correlated with customer behavioral intentions, which differs from the results for the overall and low‐income sample groups. The customers’ own financial resources are thus of great importance in this context. Service quality has a significantly positive impact on perceived value and attitude. This suggests that good service quality will be conducive to increasing perceived value and strengthening customers’ positive attitudes toward a service, indirectly affecting the behavioral intention to purchase a service.     

Customer benefits and value co-creation activities in corporate social networking services

Despite the growing importance of customers as value co-creators, little is known about their reasons for voluntarily participating in value co-creation activities. Based on expectancy-value theory, this paper empirically examines the specific benefits that customers anticipate from engaging in certain co-creation activities. Furthermore, it examines the manner in which interactions between customer benefits and joint activities/industry types influence customers’ intentions to continuously engage in value co-creation in the context of corporate social networking service (SNS)-based virtual customer environments (VCEs). Study data were collected from 327 corporate Facebook and Twitter VCE users through an online panel survey. Results of the main effect relationships reveal that all three customer benefits – cognitive, social integrative, and hedonic – significantly impacted customer intentions to continuously participate in value co-creation. Furthermore, the benefit–intention relationships differed depending upon the type of co-creation activities (e.g. ideation, design, testing, support, and marketing) and industry characteristics. Theoretical discussions about these results are provided, and implications for future research and practice are presented.     

基于模糊综合评价法的商洛旅游业顾客满意度研究

近几年国家不断评选旅游城市、美丽乡村、特色小镇等项目工程,目的是提高各省市旅游事业,提升城市经济收入水平,因此旅游业成为一个城市经济增长的主要途径。论文以陕西省商洛旅游业为例来研究顾客满意度,通过问卷调查搜集有关数据,构建了商洛旅游业满意度体系及因子权重值,采取模糊综合评价法从旅游价值、基础设施、服务质量、管理方法四个方面分析顾客满意度,数字化方式计算顾客满意度的价值,最终商洛旅游业得到了顾客的肯定。从顾客满意度的价值来分析,探讨了今后商洛旅游业的发展与改进方向,希望商洛旅游业的发展越来越好,城市的旅游环境、服务质量、管理水平不断提升。     

The relationships among service quality,perceived value,customer satisfaction,and post-purchase intention in mobile value-added services

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students of 15 major universities in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase intention; (4) service quality has an indirect positive influence on post-purchase intention through customer satisfaction or perceived value; (5) among the dimensions of service quality, “customer service and system reliability” is most influential on perceived value and customer satisfaction, and the influence of “content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.     

The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector

In e-commerce retailing (e-retailing), where competitors are only one click away and prices are easy to compare, providing superior customer service and reciprocal communication via a company’s website are important aspects of attracting and retaining customers. One increasingly popular solution to improve customer service is a “live chat” interface that allows consumers to have real-time conversations online with customer service agents. As the literature on the impacts of real-time communication via live chat is currently very limited, this study develops and tests a model that demonstrates the moderating effects of a chat service on the relationship between two-way communication (i.e., a core element of perceived website interactivity) and customer satisfaction, trust, repurchase and word-of-mouth (WOM) intentions. The data for this study were collected via an online survey (N?=?6783) targeting the existing customers of five e-retailers that actively utilize live chats as a customer service tool. The study results show that the extent to which a consumer perceives that an e-retailer is dedicated to fostering two-way communication between the consumer and the seller has significant effects on trust, satisfaction, and repurchase and WOM intentions. Moreover, the results of a multi-group analysis show that the use of a chat service positively moderates these relationships.     

Expectation-based coopetition approach to service experience design

Service experience design is a key issue in the service industry. Satisfactory service experiences provide customers with good memories and increase customer satisfaction, thus increasing customer loyalty and service provider profitability. However, providing customers with quality service experiences requires considering numerous factors, and thus is a complex and difficult issue both in academia and in real service contexts. Customer satisfaction results from the difference between customer perceptions and customer expectations. Hence, customer expectation management is important in delivering quality service experiences. Additionally, a competitive relationship exists among different service providers as well as between service providers and customers. The service experience delivery process can be regarded as a value co-creation process for service providers and customers who can implement either a competitive or cooperative strategy based on their goals and needs. This study accordingly presents an expectation based coopetition approach by using a real exhibition data of AutoTronics 2009 for simulations. The evaluation results show that this expectation-based coopetition approach can help service providers design and deliver quality service experiences and co-create value with customers, yielding a high performance ecosystem.     

FCM-based customer expectation-driven service dispatch system

Maintaining long-term customer loyalty has been an important issue in the service industry. Although customer satisfaction can be enhanced with better service quality, delivering appropriate services to customers poses challenges to service providers, particularly in real-time and resource-limited dynamic service contexts. However, customer expectation management has been regarded as an effective way for helping service providers achieve high customer satisfaction in the real world that is nevertheless less real-time and dynamic. This study designs a FCM-based customer expectation-driven service dispatch system to empower providers with the capability to deal effectively with the problem of delivering right services to right customers in right contexts. Our evaluation results show that service providers can make appropriate decisions on service dispatch for customers by effectively managing customer expectations and arranging their contextual limited resources and time via the proposed service dispatch system. Meanwhile, customers can receive suitable service and obtain high satisfaction when appropriate services are provided. Accordingly, a high-performance ecosystem can be established by both service providers and customers who co-create value in the dynamic service contexts.     

Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)

SMS, being an almost instantaneous communication medium that connects people, is now a phenomenon that has grown and spread around the globe at an amazing speed. Given the current trend of SMS usage and its potential growth, this paper will provide an insight of the extent to which how service quality and the value perceived by the SMS users have an impact on their extent of the SMS usage in the post SMS adoption phase. Specifically, this article will examine how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context. Using partial-least-squares, an analysis was conducted based on the 150 surveys collected to test for the proposed relationships. The results showed that the tangibles, empathy and assurance dimensions of service quality are antecedents of customer satisfaction and a positive relationship exists between customer satisfaction and customers' behavioural intentions to continue to use SMS. Additionally, the positive relationship between customers' behavioural intentions to continue to use SMS and the extent of SMS usage is also significant. These results were similar to the results shown by Cronin and Taylor (1992) studies. The perceived value/customer satisfaction relationship investigated in this research was in line with Fornell et al.(1996) and Cronin et al.(2000) where perceived value was one of the determinants of customer satisfaction. Specially, the results revealed that perceived value, together with tangibles, empathy and assurance aspects of the service quality, played an important role in determining customer satisfaction for SMS. Implications of the above results for research and practice are discussed.     

Analysing complaint intentions in online shopping: the antecedents of justice and technology use and the mediator of customer satisfaction

Complaint behaviours are the key to the competition in an online market when service quality is a major concern of consumers. An understanding of complaint intentions can provide insight into a negative service experience and in turn, effectively redress consumer's problems. It is our purpose to examine the determinants of complaint intentions in the online shopping. When online consumers essentially involve the purchase of products/services and the use of web-based technologies, two major issues particularly arise in this context, exchange behaviour and technology use. This study thus integrates justice perception and expectation–confirmation model (ECM) of information system continuance to understand customer satisfaction and in turn, complaint intentions. Data were collected for online consumers with negative service experiences. The results of testing the structural model indicated that distributive and interactional justices significantly contribute to customer satisfaction and complaint intentions, but procedural justice does not. ECM-based features, such as perceived usefulness, are all important in determining customer satisfaction and complaint intentions. The implications for managers and scholars are further discussed.