Antecedents and dimensions of online service expectations

IEEE Transactions on Engineering Management

Volumn 54, Issue 4, 2007, Pages 776-788

  Lankton, Nancy K ^a   Wilson, E Vance ^b  

^a MICHIGAN STATE UNIVERSITY   (United States)

^b UNIVERSITY OF TOLEDO   (United States)

Author keywords

Customer relationship management; Customer satisfaction; Expectations; Health care; Information resources; Information seeking need; Online services; PLS Graph; Prior service satisfaction; Satisfaction

Indexed keywords

CUSTOMER SATISFACTION; HEALTH CARE; INFORMATION SCIENCE; INFORMATION SERVICES; MANAGEMENT;

CUSTOMER RELATIONSHIP MANAGEMENT; MULTICHANNEL SERVICE PROVIDER; ONLINE SERVICE EXPECTATIONS;

ONLINE SYSTEMS;

EID: 36249001669     PISSN: 00189391     EISSN: None     Source Type: Journal    
DOI: 10.1109/TEM.2007.906850     Document Type: Article

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