Title: Effects of human agent service quality in an instant messaging decision support system on the customer's trust building

Authors: Bo Han; Victor R. Prybutok

Addresses: H-E-B School of Business and Administration, University of the Incarnate Word, 4301 Broadway CPO #290, San Antonio, TX 78209, USA. ' College of Business, University of North Texas, P. O. Box 305249, 1155 Union Circle, Denton, TX 76203, USA

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.

Keywords: human services; service standards; instant messaging systems; IMS; service quality; trust; SERVPERF; IM-SERVPERF; decision support systems; DSS; decision making; perceived risk; purchasing; uncertainty; quality measurement; modelling; computer-mediated services.

DOI: 10.1504/IJSS.2012.048440

International Journal of Services and Standards, 2012 Vol.8 No.1, pp.74 - 91

Published online: 27 Dec 2014 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article