IT-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality.
Chee-Wee TanIzak BenbasatRonald T. CenfetelliPublished in: MIS Q. (2013)
Keyphrases
- service quality
- customer service
- customer satisfaction
- call center
- governmental organizations
- service providers
- customer support
- online shopping
- electronic commerce
- quality of service
- user satisfaction
- customer behavior
- information systems
- information quality
- competitive advantage
- e government
- service delivery
- technology acceptance
- marketing strategies
- real time
- incident management
- public services
- competitive environment
- customer loyalty
- metadata
- comparison shopping
- knowledge management
- databases