Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?
Rui SousaMarlene AmorimElliot RabinovichAnníbal C. SoderoPublished in: Decis. Sci. (2015)
Keyphrases
- customer service
- multi channel
- cross channel
- single channel
- web services
- service providers
- virtual environment
- service oriented
- service delivery
- augmented reality
- customer data
- context aware
- governmental organizations
- customer behavior
- customer satisfaction
- information services
- electronic commerce
- user centric
- communication channels
- daily activities
- service discovery
- service quality
- human activities