Customer Satisfaction with Electronic Service Encounters.
Nelson MassadRobert HeckmanKevin CrowstonPublished in: Int. J. Electron. Commer. (2006)
Keyphrases
- customer satisfaction
- service quality
- customer service
- online shopping
- user satisfaction
- service providers
- customer reviews
- quality of service
- product design
- customer support
- marketing strategies
- internet banking
- customer data
- customer retention
- core competence
- call center
- electronic commerce
- higher education
- electronic business
- data mining techniques
- real time
- database