Customer Satisfaction with Electronic Service Encounters.
Nelson MassadRobert HeckmanKevin CrowstonPublished in: AMCIS (2004)
Keyphrases
- customer satisfaction
- service quality
- customer service
- online shopping
- customer retention
- customer reviews
- user satisfaction
- customer support
- product design
- marketing strategies
- service providers
- internet banking
- call center
- data mining
- quality of service
- electronic commerce
- database
- expert systems
- information quality
- customer behavior
- metadata
- decision making
- customer data
- core competence