Interaction fluency: A customer performance measure of multichannel service

International Journal of Productivity and Performance Management

Volumn 55, Issue 7, 2006, Pages 555-568

  Cassab, Harold ^a   MacLachlan, Douglas L ^b  

^a UNIVERSITY OF AUCKLAND   (New Zealand)

^b UNIVERSITY OF WASHINGTON   (United States)

Author keywords

Customer retention; Market research; Self service

Indexed keywords

EID: 33749030683     PISSN: 17410401     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410400610702151     Document Type: Review

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