The Role of Digital Service Encounters on Customers' Perceptions of Companies.
Kristina HeinonenPublished in: J. Electron. Commer. Organ. (2008)
Keyphrases
- service providers
- customer satisfaction
- customer service
- marketing strategies
- service systems
- customer data
- service quality
- marketing campaigns
- content providers
- online services
- call center
- customer loyalty
- single server
- network effects
- service oriented
- potential customers
- single server queue
- queueing model
- information goods
- market share
- queue size
- service times
- competitive advantage
- digital content
- web services
- service requirements
- information systems
- online stores
- customer support
- service composition
- steady state
- digital libraries
- customer base
- website