Critical Omni-Channel Service Elements Affecting Satisfaction and Loyalty.
Wanmo KooPublished in: Int. J. E Bus. Res. (2020)
Keyphrases
- service quality
- customer satisfaction
- service providers
- user satisfaction
- online shopping
- competitive advantage
- call center
- customer loyalty
- information systems
- customer service
- multi channel
- quality of service
- electronic commerce
- web services
- communication channels
- response time
- end users
- omni directional
- multiple access
- switching costs
- noisy channel