Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies.
Terence Joseph Vinay SaldanhaAbhishek KathuriaJiban KhuntiaBenn R. KonsynskiPublished in: Inf. Syst. Res. (2022)
Keyphrases
- human capital
- customer support
- customer service
- potential customers
- information technology
- customer relationship management
- customer data
- customer behavior
- marketing campaigns
- competitive advantage
- technological solutions
- customer satisfaction
- social capital
- service quality
- human resource management
- service requirements
- marketing strategies
- technical support
- data mining
- direct marketing
- data mining technology
- life cycle
- web technologies
- purchase behavior
- intellectual capital
- service providers
- consumer behavior
- financial services
- call center
- electronic commerce
- business managers
- banking industry
- online marketing
- information systems
- business intelligence
- web services
- website
- mobile payment
- business processes
- decision making
- customer loyalty
- market competition