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Cited by 122Customer Service Quality and LoyaltyService and Product InnovationTechnology Adoption and User Behaviour

Opening the black box: Assessing the mediating mechanism of relationship quality and the moderating effects of prior experience in ISP service

Lin, Chieh‐Peng, Ding, Cherng G.·2005·International Journal of Service Industry Management
DOI 10.1108/09564230510587159
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Abstract

Abstract Purpose – To examine empirically the mediating role of relationship quality on the relationships between relational selling behavior, network quality, service recovery, and loyalty, and the moderating role of prior IT experience on the above relationships in ISP service. Design/methodology/approach – Data were obtained via questionnaires from randomly selected ADSL customers of Chunghwa Telecom. The constructs were measured using existing scales. SEM was used to examine the effects. Findings – Relational selling behavior, network quality, and service recovery indirectly influence loyalty through the mediation of relationship quality, consisting of satisfaction and trust. The effects of relational selling behavior on satisfaction and trust are stronger for inexperienced than for experienced customers. Those of network quality on satisfaction and trust are similar for both experienced and inexperienced customers. Those of service recovery on satisfaction and trust are stronger for experienced than for inexperienced customers. Research limitations/implications – There are three limitations. First, customer loyalty may be only partially reflected since it was measured by self‐reports. Second, there may exist common method variance. Third, the generalizability of the findings might be limited. Practical implications – IT service organizations should invest in training programs and advertising campaigns, the ways of transferring information and services to users, to improve relationship quality. Managers should be careful not to try partnering initiatives with customers without knowing their prior IT experience. Originality/value – This study presents a thorough understanding of how relational selling behavior, network quality, and service recovery indirectly influence loyalty through satisfaction and trust, and how prior IT experience moderates the above relationships in ISP service.

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Crossref · 10.1108/09564230510587159

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52 of 52 references verified0 citation errors · 0 not checkable

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Each is checked against this paper’s own text: does it say what the citing paper says it does?

  • Satisfaction is one of the major factors that drives consumers' e-commerce continuance intention and an important milestone to build and maintain customers' long-term loyalty.

    “It is a vital concept in marketing research [81] and it is not only one of the major factors that drives consumers' e-commerce continuance intention [82], but also an important milestone to build up and maintain customers' long-term loyalty [81].”

    From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [82]

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Authors
Lin, C., & Ding, C. G.
Affiliations
  • Vanung University (TW)
  • National Yang Ming Chiao Tung University (TW)
ORCID
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
2005-02
Volume
16
Issue
1
Pages
55-80
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564230510587159
OpenAlex
W1572253258
Cited by
122
References
52
Citations by year
2024: 3 · 2023: 3 · 2022: 2 · 2021: 3 · 2020: 3 · 2019: 5 · 2018: 6 · 2017: 11 · 2016: 5 · 2015: 8 · 2014: 10 · 2013: 11 · 2012: 11
FWCI
6.65
Type
journal article
Language
en
Open access
closed
Licence
www.emeraldinsight.com/page/tdm (tdm)
Locations
International Journal of Service Industry Management (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
Keywords
relationship quality, network quality, service recovery, customer loyalty, customer satisfaction, consumer trust, moderating effect, internet service providers, IT service providers

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