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Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters
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2013 | International Journal of Information Management | Citations: 0
Authors: Turel, Ofir; Connelly, Catherine E.

Abstract: a b s t r a c tCustomer service is an important aspect of virtually all organiz ... Expand

Abstract: a b s t r a c tCustomer service is an important aspect of virtually all organizations. Thus, many try to find ways to improve it. Web-based live-chat support services are one promising means toward this end. However, such services and their success factors have been rarely studied. This study bridges this gap. It builds on justice and service marketing theories, and examines key factors that drive intentions to continue using web-based live-chat support services and to provide positive word-of-mouth. The results suggest that these outcomes are increased through interactional justice perceptions, which are diminished by the perceived busyness of the service provider. It is also suggested that the latter effect is moderated by the duration of the live-chat session; when the session is long the effect is stronger. Data collected from 86 users of a library web-based live-chat service were analyzed with structural equation modeling (SEM) techniques and support this view. Implications for research and practice are discussed. Collapse

Semantic filters: justice theory scale reliability

Topics: word of mouth customer service social media behavioral intention marketing management

Methods: structural equation modeling data transformation descriptive statistic multivariate analysis of variance confirmatory factor analysis

Theories: fairness theory justice theory
Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters
PDF
2012 | Americas Conference on Information Systems | Citations: 0
Authors: Turel, Ofir; Connelly, Catherine E.

Abstract: Web-based live-chat support services are one promising means toward improving cu ... Expand

Abstract: Web-based live-chat support services are one promising means toward improving customer service. However, such services and their success factors have been rarely studied. This study bridges this gap. It builds on justice and service marketing theories, and examines key factors that drive intentions to continue using web-based live-chat support services and to provide positive word-of-mouth. The study suggests that these outcomes are increased through interactional justice perceptions, which are diminished by the perceived busyness of the service provider. It is also suggested that the latter effect is moderated by the duration of live-chat session; when the session is long the effect is stronger. Data collected from 86 users of a library web-based live-chat service were analyzed with SEM techniques and support this view. Implications for research and practice are discussed. Collapse

Semantic filters: justice theory scale reliability

Topics: customer service word of mouth online chat social media marketing management

Methods: structural equation modeling chi squared test survey moderation analysis data transformation

Theories: fairness theory justice theory

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Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters

Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters