The role of digital service encounters on customers' perceptions of companies

Journal of Electronic Commerce in Organizations

Volumn 6, Issue 2, 2008, Pages 1-10

  Heinonen, Kristina ^a  

^a HANKEN SCHOOL OF ECONOMICS   (Finland)

Author keywords

Customer interface; Customer perceptions; Customer relationship management; Customer service; Digital channels; Remote interactions; Service encounter

Indexed keywords

COMPUTER SUPPORTED COOPERATIVE WORK; ELECTRONIC MAIL; INFORMATION SERVICES; PUBLIC RELATIONS;

CUSTOMER INTERFACES; CUSTOMER PERCEPTIONS; CUSTOMER RELATIONSHIP MANAGEMENT; CUSTOMER SERVICES; DIGITAL CHANNEL; REMOTE INTERACTIONS; SERVICE ENCOUNTER;

SALES;

EID: 56849110835     PISSN: 15392937     EISSN: 15392929     Source Type: Journal    
DOI: 10.4018/jeco.2008040101     Document Type: Article

References (19)

1. Ansari, A., & Mela, C.F. (2003). E-customization. Journal of Marketing Research, 40, 131-145.
2. Chandon, J.-L., Leo, P.-Y., & Philippe, J. (1997). Service encounter dimensions-a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel. International Journal of Service Industry Management, 8(1), 65-86.
3. Grant, I., & O'Donohoe, S. (2007). Why young consumers are not open to mobile marketing communication. International Journal of Advertising, 26(2), 223-246.
4. Grönroos, C. (1987). Developing the service offering a source of competitive advantage. In C.F. Surprenant (Ed.), Add value to your service. Chicago, IL: American Marketing Association.
5. Jayawardhena, C. (2007). Outcomes of service encounter quality in a business-to-business context. Industrial Marketing Management, 36(5), 575-588.
6. Lewis, B.R., & Entwistle, T.W. (1990). Managing the service encounter: A focus on the employee. International Journal of Service Industry Management, 1(3), 41-52.
7. Lovelock, C. (1983, Summer). Classifying services to gain strategic marketing insights. Journal of Marketing, 47, 9-20.
8. Lovelock, C., & Wirtz, J. (2007). Services marketing: People, technology, strategy (6th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
9. Meuter, M.L., Ostrom, A.L., Roundtree, R., & Bitner, M. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
10. Miceli, G., Ricotta, F., & Costabile, M. (2007). Customizing customization: A conceptual framework for interactive personalization. Journal of Interactive Marketing, 21(2), 6-25.
11. Normann, R. (1991). Service management strategy and leadership in service businesses (2nd ed.). Chichester: John Wiley and Sons.
12. Parasuraman, A., Zeithaml, V., & Berry, L. (1985, Fall). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 41-50.
13. Pieterson, W., Ebbersa, W., & van Dijk, J. (2006). Personalization in the public sector: An inventory of organizational and user obstacles towards personalization of electronic services in the public sector. Government Information Quarterly, 24(1), 148-164.
14. Searby, S. (2003). Personalisation - An overview of its use and potential. BT Technology Journal, 21(1), 13-19.
15. Shostack, G.L. (1985). Planning the service encounter. In J.A. Czepiel, M.R. Solomon, & C.F. Surprenant (Eds.), The service encounter (pp. 243-254). Lexington: Lexington Books.
16. Vesanen, J., & Raulas, M. (2006). Building bridges for personalization: A process model for marketing. Journal of Interactive Marketing, 20(1), 5-20.
17. Walker, J.L. (1995). Service encounter satisfaction: Conceptualized. Journal of Services Marketing, 9(1), 5-14.
18. Wind, J., & Rangaswamy, A. (2001). Customerization: The next revolution in mass customization. Journal of Interactive Marketing, 15(1), 13-32.
19. Zeithaml, V., Bitner, M.J., & Gremler, D. (2006). Services marketing: Integrating customer focus across the firm (4th ed.). Singapore: McGraw-Hill.