MOBILE COMMUNICATION TECHNOLOGY AND ORGANIZATIONS: IMPACTS ON SERVICE QUALITIES, EMPLOYEE SATISFACTION AND PERFORMANCE

摘要

The purpose of this study is to examine the impacts of mobile communication technology (MCT) on servicernoperations. Its underlying research question is “Will the use of MCT improve the service operations?” or morernspecifically, “Will the use of MCT affect employee job satisfaction, performance, and service quality?” Thernmodel is presented in Figure 1 followed by propositions suggesting the relationship among factors in the model.rnResearch agenda is next presented and potential contributions and future research avenues are discussed inrnconcluding remarks.