Cognition, Emotion, Satisfaction, and Post-Adoption Behaviors of E-Service Customers.
Sophea CheaMargaret Meiling LuoPublished in: HICSS (2007)
Keyphrases
- customer satisfaction
- service quality
- service providers
- customer service
- service systems
- single server
- cognitive model
- purchase decision
- call center
- user satisfaction
- information systems
- affective computing
- single server queue
- service times
- information technology
- customer support
- queueing model
- marketing strategies
- human decision making
- customer requirements
- facial expressions
- customer loyalty
- web services
- steady state
- artificial intelligence
- electronic commerce
- arrival process
- technology acceptance
- product information
- queue size
- information processing
- cognitive process
- banking services
- proprietary software
- network effects
- online stores
- heavy traffic
- customer relationship management
- cloud computing
- cognitive processes
- service discovery
- human behavior