Purpose: This research examines the antecedents and consequences of non-attendance services (3070) of the Social Security Organization of the country with a mixed exploratory approach.
Method: This research is applied in terms of its purpose and in terms of descriptive-survey data collection method. The community of participants of the qualitative part includes theoretical experts (university professors) and experimental experts (senior managers and information technology managers of the Social Security Organization). Therefore, 21 managers participated in this study. The statistical population of the quantitative part includes all the managers and experts of the social security organization in the number of 175 people.
Findings: In the open coding phase, 231 codes were identified. Finally, 6 selective codes, 11 central codes and 64 basic codes were obtained through axial coding.
Conclusion: The results showed that hardware platforms, software platforms and non-technical factors (management) are the causal factors that affect non-attendance services (3070). The quality of electronic services provides the background and platform, and digital literacy and resistance to technology are also intervening factors that affect the management of electronic communication with customers. Finally, the management of electronic communication with customers leads to the quality of work life, improvement of customer experience and organizational productivity.