Customer Acceptance of Pro-Active Services - a Scenario-based Empirical Study.
Michael LeyerMary TateFlorian BärMarek KowalkiewiczMichael RosemannPublished in: ECIS (2017)
Keyphrases
- empirical studies
- customer service
- real world data sets
- empirical analysis
- service providers
- customer data
- service oriented
- potential customers
- mobile payment
- web services
- market segments
- service composition
- service oriented architecture
- electronic commerce
- experimental design
- service quality
- service requirements
- call center
- ubiquitous computing
- uci datasets
- customer requirements
- marketing strategies
- metadata
- churn prediction
- business processes
- customer support
- customer satisfaction
- mobile services
- agent technology