A review of service quality and service delivery: Towards a customer co-production and customer-integration approach.
Zyad M. AlzaydiAli Al-HajlaBang NguyenChanaka JayawardhenaPublished in: Bus. Process. Manag. J. (2018)
Keyphrases
- customer satisfaction
- service quality
- call center
- electronic commerce
- service delivery
- customer requirements
- competitive environment
- online shopping
- customer loyalty
- service providers
- customer service
- information systems
- service management
- e government
- marketing strategies
- end to end
- web services
- service provision
- customer support
- internet shopping
- expert systems
- customer relationship management
- user satisfaction
- data sources
- decision making