IT Practices and Customer Satisfaction At 138 Large Firms.
Sumit BhansaliErik BrynjolfssonPublished in: ECIS (2008)
Keyphrases
- customer satisfaction
- service quality
- competitive advantage
- small and medium sized enterprises
- online shopping
- strategic decisions
- user satisfaction
- customer reviews
- information technology
- customer service
- product design
- case study
- information systems
- customer data
- marketing strategies
- customer retention
- decision making
- core competence
- databases
- electronic commerce
- internet banking
- customer loyalty
- real time