The effect of channel quality inconsistency on the association between e-service quality and customer relationships.
Chien Hsiang LiaoHsiuJu Rebecca YenEldon Y. LiPublished in: Internet Res. (2011)
Keyphrases
- service quality
- customer satisfaction
- electronic commerce
- call center
- competitive environment
- customer requirements
- information quality
- online shopping
- service providers
- quality management
- user satisfaction
- customer loyalty
- internet shopping
- quality of service
- information systems
- customer support
- customer service
- competitive advantage
- job satisfaction
- marketing strategies
- subjective norm
- website
- user interface
- database systems