Effects of human agent service quality in an instant messaging decision support system on the customer's trust building
by Bo Han; Victor R. Prybutok
International Journal of Services and Standards (IJSS), Vol. 8, No. 1, 2012

Abstract: Bridging the trust-based decision-making theories with the SERVPERF framework, we introduce a new model to investigate the effects of human agent service quality of an Instant Messaging Decision Support System (IMDSS) on the customer's trust and perceived risk before purchasing in a marketplace with uncertainties. We also introduce a new service quality measurement model, IM-SERVPERF, to fill the current research gap in understanding the composite factors of a quality human service delivered by an instant messaging system. We suggest the findings will contribute to the computer-mediated service system research, and provide several useful service standards for practitioners.

Online publication date: Sat, 27-Dec-2014

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