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 to test the research model is used.

Findings

This paper finds that relationship commitment mediates the service continuance explanation in explaining service separation distress.

Research limitations/implications

While service features are important, they are less important than the consumer’s perceived relationship with the service in promoting perceived service separation distress. Contrary to expectations, the finding identified the service relationship as the dominant explanation for service separation distress.

Practical implications

Jeopardy to the consumer-provider relationship can create greater anxiety and distress to consumers than a disruption that threatens service features alone. Adding service features may not reduce customer separation distress regarding the service.

Social implications

The unified cognitive social capital lens on service separation suggests that consumers value service provider relationships (e.g. commitment and trust) over service features. A stronger social relationship with the consumer, in turn, strengthens the perceived service offering.

Originality/value

This is among the first studies to unify two explanations of service continuance using social capital and to empirically identify how this explanation affects service distress.

中文翻译：

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服务分离困境的认知社会资本解释

目的

当服务消费者担心有用的服务可能变得不可用时，就会出现服务分离困境。本文旨在整合持续服务使用的两种理论解释，即服务持续性和关系承诺以及认知社会资本的共同基础。

设计/方法/方法

本研究对 245 名云服务消费者进行了在线调查，以测试所使用的研究模型。

发现

本文发现，关系承诺在解释服务分离困境中中介了服务继续解释。

研究限制/影响

虽然服务特征很重要，但在促进感知服务分离困扰方面，它们不如消费者与服务的感知关系重要。与预期相反，调查结果将服务关系确定为服务分离困境的主要解释。

实际影响

与仅威胁服务功能的中断相比，对消费者-供应商关系的危害会给消费者带来更大的焦虑和痛苦。添加服务功能可能不会减少客户对服务的分离困扰。

社会影响

关于服务分离的统一认知社会资本镜头表明，消费者重视服务提供者关系（例如承诺和信任）而不是服务特征。与消费者建立更牢固的社会关系，反过来又增强了感知服务的提供。

原创性/价值

这是使用社会资本统一两种对服务持续性的解释并从经验上确定这种解释如何影响服务困境的研究之一。