Web vs Phone based Service Experiences: Effects of Emotions on Customer Satisfaction Across Sectors.
Luuk P. A. SimonsMark de ReuverDavid J. LangleyRoelien Attema-van WaasMaarten C. HoeveFemke HulsbergenNicole de KoningPublished in: Bled eConference (2011)
Keyphrases
- customer satisfaction
- service quality
- customer service
- online shopping
- website
- web applications
- service providers
- user satisfaction
- web technologies
- marketing strategies
- web content
- internet banking
- mobile phone
- customer data
- customer support
- product design
- customer retention
- information quality
- emotion recognition
- end users
- mashup
- user generated content
- web mining
- information systems
- database systems
- negative impact
- customer reviews
- emotional speech