Journal
INFORMATION & MANAGEMENT
Volume 52, Issue 3, Pages 261-274Publisher
ELSEVIER
DOI: 10.1016/j.im.2014.11.005
Keywords
Mobile value-added services; Technology excellence; Service experience; Continuance intention
Funding
- National Science Council of Taiwan [NSC 102-2410-H-390-031-MY2]
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In previous research, MVAS subscribers have been regarded as technology users. By adopting the service-dominant logic perspective from the service management discipline, this study proposes and empirically tests a model integrating both technology user and service consumer perspectives, emphasizing the role of service experience in MVAS continuance. The findings show that both technology excellence and service experience are principal determinants of MVAS continuance intention. Moreover, this study proposes the second-order factor structure of service experience and demonstrates the mediating role of service experience on the relationship between technology excellence and MVAS subscribers' continuance intentions. The theoretical and practical implications are discussed. (C) 2014 Elsevier B.V. All rights reserved.
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