An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry.
Yonggui WangHing-Po LoYongheng YangPublished in: Inf. Syst. Frontiers (2004)
Keyphrases
- service quality
- customer loyalty
- customer satisfaction
- user satisfaction
- service providers
- electronic commerce
- economic development
- competitive advantage
- online shopping
- competitive environment
- hong kong
- information systems
- call center
- incident management
- marketing strategies
- information quality
- quality of service
- case study
- business environment
- job satisfaction
- high tech
- customer relationship management
- market share
- innovation diffusion
- internet shopping
- social networks