Can customer satisfaction and dissatisfaction coexist? An issue of telecommunication service in China.
Aihui ChenYaobin LuSumeet GuptaQi XiaolinPublished in: J. Inf. Technol. (2014)
Keyphrases
- customer satisfaction
- user satisfaction
- service quality
- customer support
- customer service
- online shopping
- service providers
- information systems
- customer reviews
- customer retention
- marketing strategies
- customer data
- internet banking
- telecommunication networks
- core competence
- product design
- competitive advantage
- hong kong
- information quality
- commercial banks
- quality of service
- business processes
- customer loyalty
- website