Exploring customers' likeliness to use e-service touchpoints in brick and mortar retail.
Benjamin BarannJan Hendrik BetzingMarco NiemannBenedikt HoffmeisterJörg BeckerPublished in: Electron. Mark. (2022)
Keyphrases
- service providers
- point of sale
- customer service
- customer satisfaction
- single server
- single server queue
- service systems
- customer behavior
- call center
- service quality
- service times
- customer support
- poisson arrivals
- service requirements
- queue size
- web services
- processor sharing
- steady state
- queueing model
- online stores
- service oriented
- marketing campaigns
- supply chain
- service rates
- website
- arrival rate
- service discovery
- online services
- product information
- queue length
- service level