Co-creating value with customers in online service recovery: Bridging the links between mandatory and voluntary customer participation.
Yu ZhangYafen YuanBingjia ShaoPublished in: Electron. Commer. Res. Appl. (2022)
Keyphrases
- customer service
- customer satisfaction
- online stores
- service times
- marketing campaigns
- call center
- service quality
- customer loyalty
- service requirements
- online retailers
- service providers
- customer behavior
- customer support
- marketing strategies
- arrival process
- online services
- customer classes
- steady state
- online communities
- online learning
- online shopping
- single server
- potential customers
- customer requirements
- customer data
- single server queue
- customer preferences
- electronic commerce
- service systems
- point of sale
- direct marketing
- inventory control
- queueing model
- product information
- heavy traffic
- internet shopping
- service rates
- retail banking
- web services
- customer relationship management
- queue length
- failure recovery
- customer segmentation
- customer churn
- holding cost
- arrival rate
- credit card
- user satisfaction
- quality of service
- website