How Relationship Quality, Service Quality, and Value Affect the Intention to Purchase IT/IS Outsourcing Services

ABSTRACT

This study investigates how the interpersonal relationship quality between a salesperson and customer as well as the supplier’s service quality and value affect purchase intentions in information technology/information systems outsourcing service settings and examines the moderating effects of relationship quality. The results indicate that relationship quality and value affect purchase intentions. Perceived value mediates the impact of service quality on purchase intentions. Relationship quality negatively moderates the relationship between service quality and purchase intentions.

KEYWORDS:

• Interpersonal relationship quality
• perceived service quality
• perceived value
• IT/IS outsourcing
• social capital

Correction Statement

This article has been republished with minor changes. These changes do not impact the academic content of the article.

Additional information

Funding

This work was supported by the Ministry of Science and Technology, Taiwan (R.O.C.) [107-2410-H-992-050 -].

Notes on contributors

Chung-Lun Wei

Chung-Lun Wei is an Assistant Professor of Business Administration at the National Kaohsiung University of Science and Technology, Taiwan. Dr. Wei’s research focuses on related issues of information technology/information systems, customer relationship management, and new product development. He has published in such journals as Industrial Management & Data Systems, Journal of Organizational and End User Computing and International Journal of Electronic Customer Relationship Management, as well as in international proceedings.