The Impact of Business/IT Social Network Structures on IT Service Quality.
Katja WalentowitzDaniel BeimbornTim WeitzelPublished in: AMCIS (2010)
Keyphrases
- service quality
- electronic commerce
- competitive advantage
- competitive environment
- information systems
- customer satisfaction
- customer loyalty
- service providers
- user satisfaction
- call center
- customer support
- online shopping
- social networks
- business models
- quality of service
- social responsibility
- business environment
- job satisfaction
- incident management
- data mining
- decision making
- social capital
- social media
- knowledge management
- business processes
- information quality
- business intelligence
- social interaction
- customer relationship management
- data analysis
- technology acceptance
- database systems
- competitive intelligence
- online communities