Effects of human agent service quality in an instant messaging decision support system on the customer's trust building.
Bo HanVictor R. PrybutokPublished in: Int. J. Serv. Stand. (2012)
Keyphrases
- decision support system
- service quality
- instant messaging
- customer satisfaction
- internet shopping
- customer loyalty
- human agent
- electronic commerce
- decision support
- service providers
- decision making
- user satisfaction
- decision makers
- expert systems
- data warehouse
- management system
- case based reasoning
- data collection
- information systems
- distance education
- communication technologies
- social interaction
- quality of service
- computer mediated communication
- web services
- machine learning
- marketing strategies
- artificial intelligence