Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and Emotion.
Sophea CheaMargaret Meiling LuoPublished in: Int. J. Electron. Commer. (2008)
Keyphrases
- service providers
- customer service
- customer satisfaction
- service systems
- single server queue
- single server
- call center
- service times
- service quality
- e government
- cognitive model
- web services
- customer support
- information technology
- human behavior
- information processing
- cognitive processes
- online stores
- cognitive science
- artificial intelligence
- cognitive tasks
- human cognition
- human decision making
- end users
- affective computing
- marketing campaigns
- product information
- emotion recognition
- service rates
- proprietary software
- distributed cognition
- cognitive states
- poisson arrivals
- online services
- queue length
- behavior patterns
- queueing model
- steady state
- service discovery
- arrival rate
- cognitive architecture