A Comparative Study of Online Forums in eCommerce as a Customer Service Tool
نویسندگان
چکیده
منابع مشابه
Wiki as a ckm tool in websites
The present research is conducted to show that organizations can use wiki to attract customers' purchase intention inside the e-commerce context. Considering the relation between wiki and ecommerce for CRM, this research tries to explore the characteristics such as perceived risk, customer experience, knowledge sharing culture, trust and knowledge sharing in wiki tool impact on purchase intenti...
متن کاملSuperAgent: A Customer Service Chatbot for E-commerce Websites
Conventional customer service chatbots are usually based on human dialogue, yet significant issues in terms of data scale and privacy. In this paper, we present SuperAgent, a customer service chatbot that leverages large-scale and publicly available ecommerce data. Distinct from existing counterparts, SuperAgent takes advantage of data from in-page product descriptions as well as user-generated...
متن کاملData envelopment analysis in service quality evaluation: an empirical study
Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...
متن کاملApplying Grey E-S-QUAL Model to Evaluate the Gaps between Expectation and Perception of the Customer Based on E-services Quality: A Case Study of an Iranian Online Retailer
This study aims to apply Grey system based on modified E-S-Qual model to analyze e-service quality.Questionnaires on the basis of E-S-Qual model, which consisted in 7 dimensions, were distributed among customers of 5040.ir, an online retailer in Iran. 251 questionnaires were obtainedfrom the customer’s website. After applying the method and calculating the scores in each dimension, the gap betwe...
متن کاملEvaluating the Software as a Service Business Model: from Cpu Time-sharing to Online Innovation Sharing
The evolving literature on the new Software as a Service (SaaS) concept gives a coherent picture of the technical arrangements required between the vendor and the customer in order to enable the new online renting of applications. Many of these articles describe the new SaaS model as a new and customer-friendly way of IT outsourcing, where the vendor will own both the software and the IT infras...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 2009