Customer Satisfaction with Electronic Service Encounters
نویسندگان
چکیده
منابع مشابه
Customer Satisfaction with Electronic Service Encounters
Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported beha...
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With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...
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Journal of Marketing Research Vol. XXXVI (August 1999), 356–372 *Amy K. Smith is Assistant Professor of Marketing, George Washington University (e-mail: [email protected]). Ruth N. Bolton is Ruby K. Powell Professor of Marketing, Michael F. Price College of Business, University of Oklahoma (e-mail: [email protected]). Janet Wagner is Associate Professor of Marketing, The Robert H. Smith School of B...
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In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
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Digital technologies are increasingly used for communication between service personnel and customers. These digital service encounters bring along two changes: First, diverse digital channels such as text, audio, or video communication vary in the perceived media richness and perceived social presence of the counterpart. Second, digital channels allow service providers to employ service personn...
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ژورنال
عنوان ژورنال: International Journal of Electronic Commerce
سال: 2006
ISSN: 1086-4415,1557-9301
DOI: 10.2753/jec1086-4415100403