Paper Info
Title
Does Live Help Service Matter? An Empirical Test of the DeLone and McLean's Extended Model in the E-Service Context
Abstract
With the increasing prevalence of online shopping, many companies have begun to provide "live help" functions on their Web sites to facilitate interactions between online consumers and customer service representatives. However, little is understood as to the effect of live help service contributing to online consumers' perceptions. We investigate the effect of live help service on system quality, information quality, and service quality. Based on the Herzberg's hygiene-motivator theory, we empirically test the DeLone and McLean extended IS success model within the e-service context. Results suggest that 1) live help service has a positive effect on consumers' perceived system, information, and service quality, 2) service quality has a positive effect on both satisfaction and intention, 3) information quality has a positive effect on satisfaction, but not intention, and 4) system quality does not have a significant effect on either satisfaction or intention. Implications for researchers and practitioners are discussed.
Year
DOI
Venue
2010
10.1109/HICSS.2010.158
HICSS
Keywords
Field
DocType
online consumers,empirical test,herzberg hygiene-motivator theory,live help,positive effect,customer service representative,service quality,information quality,mclean extended model,online shopping,home shopping,customer service representatives,online consumer,delone extended model,web sites,internet,information services,system quality,consumer behaviour,extended model,service matter,significant effect,e-service context,is success model,live help service,availability,context modeling
Information system,Service quality,Advertising,Consumer behaviour,Computer science,Context model,Perception,Marketing,Empirical research,The Internet,Information quality
Conference
ISSN
ISBN
Citations 
1530-1605 E-ISBN : 978-1-4244-5510-2
978-1-4244-5510-2
7
PageRank 
References 
Authors
0.41
20
3
Name
Order
Citations
PageRank
Jingjun Xu11245.36
Izak Benbasat22598174.49
Ronald T. Cenfetelli377828.43