A cognitive social capital explanation of service separation distress
Abstract
Purpose Service separation distress arises when service consumers worry that a useful service may become unavailable. This paper aims to integrate two theoretical explanations of ongoing service use, being service continuance and relationship commitment and a common foundation of cognitive social capital. Design/methodology/approach This study conducts an online survey of 245 cloud service consumers, which we use to test our research model....
Paper Details
Title
A cognitive social capital explanation of service separation distress
Published Date
Apr 1, 2021
Volume
35
Issue
4
Pages
487 - 504
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