Service quality, service value, customer satisfaction and behavioural intentions of internet telephony.
Pei-Chun LinMei-Hsin ChiangPublished in: Int. J. Serv. Technol. Manag. (2011)
Keyphrases
- service quality
- customer satisfaction
- internet banking
- service providers
- online shopping
- internet shopping
- user satisfaction
- electronic commerce
- quality of service
- video on demand
- information systems
- competitive advantage
- customer service
- information quality
- call center
- customer support
- customer retention
- product design
- job satisfaction
- marketing strategies
- database
- incident management
- competitive intelligence
- competitive environment