Transitioning from Multichannel to Omnichannel Customer Experience in Service-Based Companies: Challenges and Coping Strategies.
Carmen GereaValeria HerskovicPublished in: J. Theor. Appl. Electron. Commer. Res. (2022)
Keyphrases
- market segments
- customer service
- customer satisfaction
- customer data
- service requirements
- marketing strategies
- marketing campaigns
- service composition
- call center
- service quality
- lessons learned
- software as a service
- customer behavior
- customer loyalty
- business managers
- service times
- service discovery
- potential customers
- service providers
- management system
- practical experiences
- competitive advantage
- customer base
- service oriented
- electronic commerce
- cloud computing
- web services
- information systems
- market competition
- arrival process
- individual user
- multi channel
- end users
- website