Perceived Quality of Mobile Services

The book investigates user satisfaction with mobile services, the perceived quality of m-commerce products, and the loyalty towards service providers. After introducing the m-commerce value chain and emerging mobile services, the first part examines relevant theories from diffusion of innovations and service quality to mobile services, and identifies new trends in the mobile communication market. The book demonstrates to what extent service quality and adoption theories of consumer behavior literature explain the (repeated) usage of mobile services, and how the results differ by user segments. A-priori and a-posteriori segmentations provide detailed insights. The results indicate that it is important to consider (un)observed heterogeneity in explanatory models.

Autorentext

The Author: Astrid Dickinger is Assistant Professor at the Institute for Tourism and Leisure Studies at Vienna University of Economics and Business Administration (VUB), where she completed her dissertation on (un)observed heterogeneity in mobile service usage. The dissertation proposal was awarded the Alois-Mock-Europe Foundation Award; the completed dissertation received the Rudolf-Sallinger Award. Prior to her position at VUB, she was a Visiting Scholar at the University of Western Australia. Her research interests focus on service quality in electronic channels, models of consumer behavior, acceptance of innovations, information technology and tourism. Results of her research have been published in international journals and conference proceedings.

Inhalt
Contents: Perceived service quality User satisfaction M-commerce Mobile services Structural equation modeling Latent class analysis.