[SCOPUS]Exploring the Roles of Core and Peripheral Service Qualities in IT Services with Implications for Future Smart Work, IJACT, 2013,9

Exploring the Roles of Core and Peripheral Service Qualities in IT Services with Implications for Future Smart Work

Jun-Gi Park, Cheulhyun CHO, Jungwoo Lee IT Policy and Strategy Research Institute, Yonsei University, Seoul, Republic of Korea Warren.pak@gmail.com, gochyun@gmail.com, jlee@yonsei.ac.kr

Abstract  Recently, firms begin to adopt smart work practices including telecommuting and flexible time. This trend is triggered by recent rapid advent of smart devices with common connectivity through the Internet. As smart work infiltrates our society, IT service is now becoming more of a norm rather than exception for business firms, aiding business users to work smarter. In IT services in which knowledge professionals are involved, the quality of services determine the perceived value of the service while this value perception contributes to the service users’ satisfaction and intention to continue to use the service. Using notions of core and peripheral services commonly used in traditional service research, a hypothesized research model is built for this study, relating core and peripheral service quality, perceived service value, service satisfaction, and intention to continue use of IT services to each other. Structural equation modeling (SEM) was used to analyze 295 data points collected through a survey of global electronics company employees who are extensively using IT services. Findings indicate that the quality of the core services had a positive impact on both the IT satisfaction and IT service value, while peripheral services had a positive impact on the IT satisfaction only. Furthermore, no relationship was found between IT service value and IT satisfaction. However, the value of and satisfaction with IT services were found to have a positive influence on the intention to use the IT services.

Keyword  Core Service, Peripheral Service, Work Smart, IT Value, IT Satisfaction, Continuous Intention to Use

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Jun-Gi Park, Cheulhyun CHO, Jungwoo Lee, "Exploring the Roles of Core and Peripheral Service Qualities in IT Services with Implications for Future Smart Work", IJACT: International Journal of Advancements in Computing Technology, Vol. 5, No. 13, pp. 458 ~ 467, 2013