Explicating Moderating Effects of Conflict in the Psychological Mechanism in IT Service Engagement

논문투고일:2013년 10월 25일 논문수정완료일:2014년 03월 07일 논문게재확정일:2014년 03월 12일 * 본 논문은 2012년 정부(교육부)의 재원으로 한국연구재단의 지원을 받아 수행된 연구임(NRF-2012S1A3A2033474). ** 연세대학교 워크사이언스연구센터 객원연구원 *** 연세대학교 박사과정 ****연세대학교 교수, 교신저자 In IT service quality research, the relationship between the service quality and clients’ satisfaction was the focus of many studies while in relationship quality research, the influence of trust and conflict on relationship commitment seems to be the focus. In this study, these two research streams are integrated and a theoretical research model is proposed consisting of IT service quality, satisfaction, trust and relationship commitment with conflict as a moderator for the overall psychological mechanism. As satisfaction represents emotional response while trust cognitive response, this research model integrated both emotional and cognitive aspects of relationship maintenance in the IT service context. Analysis of data collected from 262 employees of global IT service firm revealed the differential effects of reliability, responsiveness, assurance and empathy on satisfaction and trust. Also, depending upon the level of conflict, the effects of reliability and assurance were found to be moderated. Further analysis revealed more profound mechanism at work relating emotional and cognitive aspects in the psychology of relationship maintenance in IT service context. Practical implications are further discussed in the conclusion. Keyword:IT Service, Service Quality, Satisfaction, Relationship Commitment, Trust, Conflict, Relationship Quality 韓國IT 서비스學會誌 第13卷 第1號 2014年 3月, pp.1-21