Deciding online and offline sales strategies when service industry customers express fairness concerns.
Liu YangYuanyuan ZhengChia-Huei WuShaozeng DongXue-Feng ShaoWei LiuPublished in: Enterp. Inf. Syst. (2022)
Keyphrases
- customer service
- service providers
- customer support
- online services
- customer satisfaction
- financial services
- online stores
- online learning
- real time
- pricing strategies
- high tech
- service systems
- customer behavior
- service quality
- customer loyalty
- call center
- point of sale
- single server
- single server queue
- customer preferences
- telecommunications industry
- queueing model
- potential customers
- case study
- web services
- marketing campaigns
- world wide
- business opportunities
- service rates
- online retailers
- customer requirements
- service oriented
- end users
- website
- market share
- product information
- service times
- customer base
- service requirements
- service delivery
- competitive advantage