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High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services.
Narayan Ramasubbu
Sunil Mithas
Mayuram S. Krishnan
Published in:
Decis. Support Syst. (2008)
Keyphrases
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customer support
customer satisfaction
high tech
service quality
customer service
online shopping
core competence
technical support
customer data
internet banking
end users
user satisfaction
call center
marketing strategies
information quality