Quality and effectiveness in Web-based customer support systems

被引：240
|
作者：
Negash, S
Ryan, T
Igbaria, M
机构：
[1] Claremont Grad Univ, Sch Informat Sci, Claremont, CA 91711 USA
[2] Chapman Univ, Argyros Sch Business & Econ, Orange, CA 92866 USA
来源：
INFORMATION & MANAGEMENT | 2003年 / 40卷 / 08期
关键词：
web-based systems; customer support; information quality; system quality; service quality; user satisfaction;
D O I：
10.1016/S0378-7206(02)00101-5
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
The quality of a Web-based customer support system involves the information it supplies, the service it provides, and characteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of a study of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theoretically expected relationships. The results of this study indicate that information and system quality determine effectiveness while service quality has no impact. Practical implications for managers and designers are offered. (C) 2002 Elsevier Science B.V. All rights reserved.
引用
收藏
页码：757 / 768
页数：12
相关论文
共 50 条
  • [31] A web-based study support environment for systems and control courses
    Copinga, GJC
    De Schutter, B
    Scherpen, JMA
    van de Van, MJJM
    PROCEEDINGS OF THE 2001 AMERICAN CONTROL CONFERENCE, VOLS 1-6, 2001, : 1155 - 1160
  • [32] A web-based decision support systems for the chronic deteriorating diseases
    Chang, CC
    SHAPING BUSINESS STRATEGY IN A NETWORKED WORLD, VOLS 1 AND 2, PROCEEDINGS, 2004, : 1097 - 1100
  • [33] Web-based design and manufacturing support systems: Implementation perspectives
    Cheng, K.
    Pan, P.Y.
    Harrison, D.K.
    International Journal of Computer Integrated Manufacturing, 14 (01): : 14 - 27
  • [34] A research framework for Web-based open decision support systems
    Xie, Y
    Wang, HW
    Efstathiou, J
    KNOWLEDGE-BASED SYSTEMS, 2005, 18 (07) : 309 - 319
  • [35] A descriptive approach for the lifecycle support of distributed web-based systems
    Majer, Frederic
    Nussbaumer, Martin
    Gaedke, Martin
    WEBIST 2008: PROCEEDINGS OF THE FOURTH INTERNATIONAL CONFERENCE ON WEB INFORMATION SYSTEMS AND TECHNOLOGIES, VOL 1, 2008, : 101 - +
  • [36] A generic framework for web-based intelligent decision support systems
    Simeunovic, V
    Jovanovic, J
    Saric, M
    Vranes, S
    PRACTICAL ASPECTS OF KNOWLEDGE MANAGEMENT, 2002, 2569 : 525 - 536
  • [37] Re-engineering web-based decision support systems
    Ceruti, MG
    Robinson, SI
    2001 IEEE INTERNATIONAL CONFERENCE ON SYSTEMS, MAN, AND CYBERNETICS, VOLS 1-5: E-SYSTEMS AND E-MAN FOR CYBERNETICS IN CYBERSPACE, 2002, : 2081 - 2081
  • [38] Talis launches new 24 x 7 customer support Web-based service
    不详
    PROGRAM-ELECTRONIC LIBRARY AND INFORMATION SYSTEMS, 2003, 37 (03) : 197 - 197
  • [39] Web-based customer innovation: A replication with extension
    Ryzhkova, Natalia
    INNOVATION-ORGANIZATION & MANAGEMENT, 2012, 14 (03): : 416 - 430
  • [40] Effectiveness of a Web-Based Intervention to Support Medication Adherence Among People Living With HIV: Web-Based Randomized Controlled Trial
    Cote, Jose
    Rouleau, Genevieve
    Ramirez-Garcia, Maria Pilar
    Auger, Patricia
    Thomas, Rejean
    Leblanc, Judith
    JMIR PUBLIC HEALTH AND SURVEILLANCE, 2020, 6 (02): : 69 - 81
12345