Does Live Help Service Matter? A Empirical Test of the DeLone and McLean’s Extended Model in the E-Service Context

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)peer-review

10 Scopus Citations
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Author(s)

Detail(s)

Original languageEnglish
Title of host publication2010 43rd Hawaii International Conference on System Sciences
EditorsRalph H. Sprague, Jr.
PublisherIEEE
ISBN (Electronic)9781424455102
ISBN (Print)9780769538693, 9781424455096
Publication statusPublished - Mar 2010
Externally publishedYes

Publication series

NameAnnual Hawaii International Conference on System Sciences (HICSS)
PublisherIEEE
ISSN (Print)1530-1605

Conference

Title2010 43rd Hawaii International Conference on System Sciences (HICSS 2010)
PlaceUnited States
CityKoloa, Kauai, HI
Period5 - 8 January 2010

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.

Citation Format(s)

Does Live Help Service Matter? A Empirical Test of the DeLone and McLean’s Extended Model in the E-Service Context. / Xu, Jingjun(David); Benbasat, Izak; Cenfetelli, Ronald T.

2010 43rd Hawaii International Conference on System Sciences. ed. / Ralph H. Sprague, Jr. IEEE, 2010. 5428404 (Annual Hawaii International Conference on System Sciences (HICSS)).

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)peer-review