The effect of service recovery on customers' satisfaction in e-banking: an empirical investigation.
Abbas KeramatiArash ApornakHelya AbediFarnoush OtrodiMaryam RoudneshinPublished in: Int. J. Bus. Inf. Syst. (2018)
Keyphrases
- customer satisfaction
- service quality
- service providers
- customer service
- service systems
- call center
- user satisfaction
- single server
- marketing strategies
- online shopping
- purchase decision
- queueing model
- end users
- cloud computing
- customer support
- single server queue
- failure recovery
- customer loyalty
- customer relationship management
- service discovery
- service composition
- customer data
- arrival process
- potential customers
- service rates
- service requirements
- information systems