Development of a service continance model with IT service antecedents |
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| Affiliation: | 1. Department of Management, College of Business Administration, Georgia Southern University, Statesboro, GA, USA;2. Department of Management, Seidman College of Business, Grand Valley State University, Grand Rapids, MI, USA;3. Department of Information Technology and Decision Sciences, College of Business, University of North Texas, Denton, TX, USA;4. Department of Marketing & Logistics, College of Business, University of North Texas, Denton, TX, USA;1. International Management Institute, Kolkata, India;2. International Management Institute, Delhi, India;1. Geography and Environment, University of Southampton, University Road, Southampton SO17 1BJ, United Kingdom;2. Online Property, Sainsbury׳s Supermarkets Ltd., Store Support Centre, 33 Holborn, London EC1N 2HT, United Kingdom;3. Location Planning, Boots UK, 1 Thane Road West, Nottingham NG2 3AA, United Kingdom;4. Location Planning, Sainsbury׳s Supermarkets Ltd., Unit 1, Draken Drive, Ansty Park, Coventry CV7 9RD, United Kingdom;1. College of Hospitality, Retail, and Sport Management, The University of South Carolina, 1016-C Carolina Coliseum, Columbia, SC 29208, USA;2. College of Hospitality, Retail, and Sport Management, The University of South Carolina, 1020-C Carolina Coliseum, Columbia, SC 29208, USA |
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| Abstract: | 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. |
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| Keywords: | IT-related service Service firms System service quality Customer service quality Loyalty |
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