The role of customer participation in IT services relationship maintenance – a dual-factor perspective

• Main Authors: JIA-JHOU WU, 吳家州
• Other Authors: Tom M. Y. Lin
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/qr62me

博士 === 國立臺灣科技大學 === 企業管理系 === 105 === The study investigates the influences of customer participation on relationship maintenance by adopting the two-factor model, and identifies potential antecedents of customer participation. Empirical data was collected from 126 firms which receive information technology (IT) services in Taiwan. The results of this study showed that customer participation positively influences customer loyalty through the following mechanisms: 1) service quality and satisfaction, and 2) switching costs. Additionally, IT capabilities, organizational compatibility, and role clarity are positively related to customer participation. The findings can serve as a guideline for IT service firms to promote customer participation and for general enterprises to select IT service firms.