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http://dx.doi.org/10.9723/jksiis.2012.17.5.075

The effects of servicescape and information technology on service encounter job satisfaction, affective commitment and service performance: Focused on nursing services  

Ju, Ki-Jung (계명대학교 경영학과)
Yoo, Sangjin (계명대학교 경영학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.17, no.5, 2012 , pp. 75-88 More about this Journal
Abstract
This study examines the relationship among servicescape, information technology, employee's job satisfaction, affective commitment and service performance. Empirical research is conducted to statistically test the model using SEM and empirically confirms followings: (a) positive effect of servicescape and IT on both of job satisfaction and affective commitment, which, in turn, positively influences on service behavior, (b) positive effect of affective commitment and service behavior on service recovery, and (c) significant indirect effect of job satisfaction on service recovery meditated by service behavior. Results suggest that there are direct and indirect effects on service performance of servicescape and information technology through job satisfaction and affective commitment. This paper is concluded with the summarized result and contribution of this study, managerial implication of the research findings, and further research issues.
Keywords
Servicescape; Information technology; Job satisfaction; Affective commitment; Service performance;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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