The effect of service guarantee strength on service quality of online merchants.
Hong PengWei JiangRuihuan SuPublished in: Int. J. Serv. Technol. Manag. (2016)
Keyphrases
- service quality
- online shopping
- electronic commerce
- customer satisfaction
- service providers
- user satisfaction
- quality of service
- online banking
- information quality
- information systems
- subjective norm
- competitive advantage
- customer loyalty
- internet shopping
- online learning
- online services
- real time
- call center
- competitive environment
- web services
- job satisfaction
- expert systems
- web personalization
- incident management