Service with an E-Smile: Employee Authenticity and Customer Usage of Web-Based Services.
Ofir TurelCatherine E. ConnellyGlenda M. FiskPublished in: HICSS (2011)
Keyphrases
- customer service
- service requirements
- service providers
- service discovery
- web services
- service quality
- customer satisfaction
- service composition
- service oriented
- customer support
- service delivery
- mobile services
- call center
- information services
- service selection
- service provision
- service oriented architecture
- network services
- service management
- service platform
- digital images
- rapidly in recent years
- service level
- web service composition
- web environment
- service description
- electronic commerce
- marketing campaigns
- customer requirements
- service provisioning
- product information
- loosely coupled
- queue length
- service systems
- service integration
- service requests
- customer data
- configuration management
- computing environments
- context aware services
- mashup
- customer behavior
- service offerings
- online services
- service times
- end users
- ubiquitous computing environments
- context aware
- e government
- internet services
- potential customers
- value added services
- governmental organizations
- mobile devices
- cloud computing
- agent technology
- video on demand
- composite services
- public services