Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE).
Chee-Chuong SumYang-Sang LeeJulie M. HaysArthur V. HillPublished in: Decis. Sci. (2002)
Keyphrases
- service quality
- user satisfaction
- service providers
- customer satisfaction
- information quality
- internet shopping
- electronic commerce
- information systems
- competitive advantage
- online shopping
- technology acceptance
- quality of service
- call center
- competitive environment
- subjective norm
- customer support
- incident management
- positive effects
- customer service
- web services
- perceived usefulness
- end users
- website
- metadata