The Diverging Effect of Digitalization on Perceived Relational Conflict during Service Provisions " An Empirical Comparison of Suppliers and Customers in the B2B Context.
Torben StofferThomas WidjajaNicolas ZachariasPublished in: ICIS (2018)
Keyphrases
- service providers
- customer preferences
- product information
- customer service
- customer satisfaction
- theoretical and practical implications
- single server
- decision makers
- relational data
- service systems
- service times
- relational databases
- context aware services
- conflict resolution
- service quality
- electronic commerce
- context awareness
- perceived usefulness
- service composition
- positive effects
- online stores
- service oriented
- electronic business
- single server queue
- context aware
- web services
- purchase decision