Title: An empirical investigation on factors influencing the adoption of mobile phone call centre services: an integrated model

Authors: Kanliang Wang; Yanli Bai; Yanzhen Yue

Addresses: School of Business, Renmin University of China, No.59, Zhongguancun St., Beijing, 100872, China. ' The School of Management, Xi'an Jiaotong University, No.28, West Xianning Road, Xi'an, Shaanxi 710049, China. ' Information Systems Research Lab, School of Computing, National University of Singapore, 13 Computing Drive, Singapore 117417

Abstract: The call centre has become the main communication channel between the cell phone users and mobile communication operator. By integrating Technology Acceptance Model (TAM), D&M Information System (IS) Success Model, Service Quality and Theory of Planned Behaviour (TPB), this paper proposes an integrated model of the factors, which influence the cell phone users| intention to adopt call centre services. Drawing on the empirical base of 198 users| questionnaires, the paper concludes that users| Perceived Usefulness (PU) and Perceived Behavioural Control (PBC) positively influence their intention to adopt the call centre services. Information quality positively related to users| PU, system quality to users| Perceived Ease Of Use (PEOU) and users| self-efficacy has a positive influence on PBC and users| PEOU.

Keywords: call centres; TAM; technology acceptance model; PBC; perceived behavioural control; service quality; information quality; system quality; mobile phones; cell phones; communication channels; D&M success model; information systems; William Delone; Ephraim McLean; theory of planned behaviour; user intentions; user questionnaires; perceived usefulness; positive influences; PEOU; perceived ease-of-use; self-efficacy; China; internet; world wide web; enterprise management.

DOI: 10.1504/IJIEM.2011.044206

International Journal of Internet and Enterprise Management, 2011 Vol.7 No.3, pp.287 - 304

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 12 Dec 2011 *

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