 Too busy to help: Antecedents and outcomes of interactional justice in web-based service encountersOfir Turel and Catherine E. Connelly International Journal of Information Management, 2013, vol. 33, issue 4, 674-683 Abstract: Customer service is an important aspect of virtually all organizations. Thus, many try to find ways to improve it. Web-based live-chat support services are one promising means toward this end. However, such services and their success factors have been rarely studied. This study bridges this gap. It builds on justice and service marketing theories, and examines key factors that drive intentions to continue using web-based live-chat support services and to provide positive word-of-mouth. The results suggest that these outcomes are increased through interactional justice perceptions, which are diminished by the perceived busyness of the service provider. It is also suggested that the latter effect is moderated by the duration of the live-chat session; when the session is long the effect is stronger. Data collected from 86 users of a library web-based live-chat service were analyzed with structural equation modeling (SEM) techniques and support this view. Implications for research and practice are discussed. Keywords: Web-based services; Live-chat; Justice; Busyness; Web-based service encounters (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:33:y:2013:i:4:p:674-683 DOI: 10.1016/j.ijinfomgt.2013.03.005 Access Statistics for this article International Journal of Information Management is currently edited by Yogesh K. Dwivedi More articles in International Journal of Information Management from Elsevier |
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