Quality of smart-work support service, perceived value and intention to continue smart-work: empirical evidence from Korea

Abstract

PurposeSmart-work has been attracting more attention since the COVID-19 outbreak hit the world in 2020. Smart-working practices do not always run smoothly despite the necessary infrastructure being in place. Taking the quality-value-loyalty chain and information system continuance model as the basis, this study aims to identify how “smart-work support service” leads to employees’ continuance intention toward smart-work. In this study, the smart-work support service refers to the infrastructure making smart-work possible and services needed to support smart-work.Design/methodology/approachUsing data collected from a survey of 406 employees working in Korea, this study verifies the components of smart-work support service quality and dimensions of perceived value through partial least squares analysis and then tests the proposed conceptual model using structural equation modeling.FindingsThe results verified that the quality of smart-work support service consists of eight attributes while dividing the perceived value of smart-work into three dimensions and further revealed that the service quality influences the intention to continue smart-working by way of perceived value and satisfaction.Originality/valueThis study sought to explore the relationship among service quality, perceived value and satisfaction by clearly conceptualizing and measuring them in the context of smart-work, thereby ultimately understanding the impact they have on the intention to continue smart-work.