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Article: Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

TitleAssessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model
Authors
KeywordsContinuance Intention
Cumulative Satisfaction
Justice
Mobile Value-Added Services
Service Quality
Transaction-Specific Satisfaction
Issue Date2012
PublisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/dss
Citation
Decision Support Systems, 2012, v. 52 n. 3, p. 645-656 How to Cite?
AbstractUnderstanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed. © 2011 Elsevier B.V. All rights reserved.
Persistent Identifierhttp://hdl.handle.net/10722/178068
ISSN
2015 Impact Factor: 2.604
2015 SCImago Journal Rankings: 2.262
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorZhao, Len_US
dc.contributor.authorLu, Yen_US
dc.contributor.authorZhang, Len_US
dc.contributor.authorChau, PYKen_US
dc.date.accessioned2012-12-19T09:41:46Z-
dc.date.available2012-12-19T09:41:46Z-
dc.date.issued2012en_US
dc.identifier.citationDecision Support Systems, 2012, v. 52 n. 3, p. 645-656en_US
dc.identifier.issn0167-9236en_US
dc.identifier.urihttp://hdl.handle.net/10722/178068-
dc.description.abstractUnderstanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed. © 2011 Elsevier B.V. All rights reserved.en_US
dc.languageengen_US
dc.publisherElsevier BV. The Journal's web site is located at http://www.elsevier.com/locate/dssen_US
dc.relation.ispartofDecision Support Systemsen_US
dc.subjectContinuance Intentionen_US
dc.subjectCumulative Satisfactionen_US
dc.subjectJusticeen_US
dc.subjectMobile Value-Added Servicesen_US
dc.subjectService Qualityen_US
dc.subjectTransaction-Specific Satisfactionen_US
dc.titleAssessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional modelen_US
dc.typeArticleen_US
dc.identifier.emailChau, PYK: pykchau@hkucc.hku.hken_US
dc.identifier.authorityChau, PYK=rp01052en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1016/j.dss.2011.10.022en_US
dc.identifier.scopuseid_2-s2.0-84856011656en_US
dc.identifier.hkuros209231-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-84856011656&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume52en_US
dc.identifier.issue3en_US
dc.identifier.spage645en_US
dc.identifier.epage656en_US
dc.identifier.isiWOS:000300648300009-
dc.publisher.placeNetherlandsen_US
dc.identifier.scopusauthoridZhao, L=16302830500en_US
dc.identifier.scopusauthoridLu, Y=23389794400en_US
dc.identifier.scopusauthoridZhang, L=54411714200en_US
dc.identifier.scopusauthoridChau, PYK=7102267201en_US
dc.identifier.citeulike9977914-

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