Service Failure and Consumers' Satisfaction with the Healthcare Industry: Moderating Role of Recommendation.
Hao WangShan LiuBaojun GaoJinlong ZhangPublished in: HICSS (2020)
Keyphrases
- service quality
- customer satisfaction
- online consumer
- purchase decision
- online shopping
- service offerings
- case study
- recommender systems
- collaborative filtering
- service providers
- product information
- management system
- failure recovery
- competitive market
- health information
- telecommunications industry
- service discovery
- information systems
- information overload
- personalized recommendation
- health care
- website
- service composition
- user satisfaction
- clinical decision support
- user preferences
- cloud computing
- end users
- social media
- health care services