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The Effects of Customization on Satisfaction with Mobile Systems
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Author(s): Jean Lam (IBM, USA), Susy S. Chan (DePaul University, USA), Xiaowen Fang (DePaul University, USA)and Jacek Brzenzinski (DePaul University, USA)
Copyright: 2005
Pages: 4
Source title:
Managing Modern Organizations Through Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-822-2.ch011
ISBN13: 9781616921293
EISBN13: 9781466665354
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Abstract
In the context of mobile commerce, many technology constraints, such as small screen displays and limited bandwidth, impede user adoption. It is crucial to customize interfaces, content, commerce transactions, and communication to meet mobile users’ need. This paper explores customer satisfaction with mobile services by expanding the expectation and desire disconfirmation model and incorporating constructs of perceived customizability and self-efficacy. This paper proposes a research model and method to validate the effect of perceived customizability on positive perception of service performance, expectation and desire disconfirmation, and satisfaction.
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