Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services.
Jun-gi ParkJungwoo LeeHyejung LeeDuane TruexPublished in: Int. J. Inf. Manag. (2012)
Keyphrases
- service quality
- user satisfaction
- service providers
- customer satisfaction
- electronic commerce
- structural equation modeling
- information quality
- incident management
- information systems
- competitive advantage
- internet shopping
- online shopping
- quality of service
- customer loyalty
- social capital
- call center
- job satisfaction
- trust model
- information sharing
- cloud computing
- competitive environment
- web services
- decision makers
- information technology
- technology acceptance
- customer support
- website