The Impact of IT-Enabled Customer Experience Management on Service Perceptions and Performance.
Daniele MarchesaniGabriele PiccoliTsz-Wai LuiPublished in: ENTER (2017)
Keyphrases
- customer service
- management system
- customer support
- service platform
- customer satisfaction
- business managers
- customer relationship management
- service delivery
- service provisioning
- configuration management
- service requirements
- service times
- service management
- distributed computing systems
- information systems
- service oriented
- call center
- service providers
- service provision
- virtual organization
- service composition
- reference architecture
- web services
- gender differences
- data management
- management policies
- electronic commerce
- steady state
- service discovery
- user experience
- attitudes toward
- information services
- service quality
- decision making
- e government
- seamless integration
- point of sale
- arrival process
- customer behavior
- mission critical
- individual user
- network management