Service with an e-smile: Employee authenticity and customer use of web-based support services.
Ofir TurelCatherine E. ConnellyGlenda M. FiskPublished in: Inf. Manag. (2013)
Keyphrases
- customer support
- customer service
- end users
- service management
- service providers
- web environment
- web services
- service discovery
- service provision
- service oriented
- service requirements
- service quality
- customer satisfaction
- value added services
- mobile services
- computing environments
- information services
- service composition
- web based systems
- service delivery
- public services
- electronic commerce
- support systems
- loosely coupled
- mission critical
- digital images
- ubiquitous computing environments
- service systems
- directory service
- seamless integration
- service selection
- customer behavior
- internet services
- personal preferences
- service provisioning
- middleware architecture
- message delivery
- software intensive systems
- grid services
- multimedia
- context aware services
- ubiquitous environment
- service oriented architecture
- customer data
- cloud computing