Antecedents and mediating role of IT service climate in IT service quality: A mixed methods study

Xiaolei Wang,Jiandong Lu,Yuqiang Feng,Luning Liu

International Journal of Information Management（2021）

引用 11|浏览8

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摘要

•A mixed-method study reveals the role of IT service climate in IT service quality.•Job resources and personal resources positively affect IT service climate (ITSC).•Customer contact frequency strengthens the influence of ITSC on IT service quality.•ITSC fully mediates the effects of training, reward, IS support and hope.•ITSC partially mediates the effect of self-efficacy.

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关键词

Personal resources,Job resources,IT service climate,IT service quality,Customer contact frequency

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