Customer Satisfaction in Digital Service Encounters: the Role of Media Richness, Social presence, and Cultural Distance.
Henner GimpelJohannes HuberSerkan SarikayaPublished in: ECIS (2016)
Keyphrases
- customer satisfaction
- service quality
- social presence
- customer service
- distance learning
- service providers
- computer mediated communication
- computer mediated
- multimedia
- user satisfaction
- online learning
- social interaction
- learning community
- collaborative learning
- social learning
- communication tools
- behavior patterns
- significantly higher
- higher education
- instant messaging
- electronic commerce