0000000000521011
AUTHOR
Mike Newman
How does information technology-based service degradation influence consumers’ use of services? : An information technology-based service degradation decision theory
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedia…
JIN856019_Supplemental_material_Appendix_B – Supplemental material for How does information technology-based service degradation influence consumers’ use of services? An information technology-based service degradation decision theory
Supplemental material, JIN856019_Supplemental_material_Appendix_A for How does information technology-based service degradation influence consumers’ use of services? An information technology-based service degradation decision theory by Aggeliki Tsohou, Mikko Siponen and Mike Newman in Journal of Information Technology