An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses.
Mohammed Ahmad AlsaggafAbraham AlthonayanPublished in: J. Enterp. Inf. Manag. (2018)
Keyphrases
- service quality
- customer satisfaction
- electronic commerce
- call center
- customer requirements
- competitive environment
- service providers
- customer loyalty
- customer service
- affective computing
- online shopping
- user satisfaction
- information systems
- quality of service
- internet shopping
- customer support
- marketing strategies
- visual stimuli
- product design
- database
- decision making
- information quality
- incident management
- job satisfaction
- mental models
- cognitive processes
- web services