Journal article

Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services


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Research Areas

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Publication Details

Author list: Truex, Duane

Publication year: 2012

Start page: 459

End page: 468

Number of pages: 10

ISSN: 0268-4012



View additional information: View in Web of Science


Most firms today are served by specialized IT service providers for the development and maintenance of their business information systems. During the IT service encounter, service providers and clients interact throughout the project, exchanging information, sharing knowledge and making critical decisions. From the IT service providers viewpoint, it is important to raise the level of clients relationship commitment during this service encounter as their business continuity depends upon clients assessment. Intuitively, effective communication and effective service quality, mediated by trust, are critical factors in raising the level of relationship commitment. This study proposes an empirical model consisting of four critical antecedents of relationship commitment (communication effectiveness, technical service quality, functional service quality and trust) and then tests the model using data points solicited from two global firms. Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients trust. © 2012 Elsevier Ltd. All rights reserved.


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