How Channel Choice and Service Failure Influence Customer Satisfaction: The Case of Public Services.
Min-Seok PangSunil MithasHenry C. Lucas Jr.Published in: ICIS (2013)
Keyphrases
- customer satisfaction
- public services
- service quality
- customer service
- e government
- online shopping
- user satisfaction
- service providers
- service oriented
- public sector
- customer reviews
- customer retention
- government services
- marketing strategies
- information quality
- customer support
- call center
- quality of service
- public administration
- electronic commerce
- databases
- database