CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services.
Frederic MarimonJosep LlachMaría del Mar Alonso-AlmeidaMarta Mas MachucaPublished in: Int. J. Inf. Manag. (2019)
Keyphrases
- service quality
- customer satisfaction
- electronic commerce
- call center
- service providers
- customer requirements
- competitive environment
- customer support
- customer service
- customer loyalty
- online shopping
- information systems
- subjective norm
- competitive advantage
- user satisfaction
- internet shopping
- quality of service
- collaborative learning
- marketing strategies
- information quality
- customer data
- incident management
- database
- knowledge sharing
- databases
- application level
- attitudes toward
- end users
- expert systems
- e learning