Service with an e-smile: Employee authenticity and customer use of web-based support services

Information and Management

Volumn 50, Issue 2-3, 2013, Pages 98-104

  Turel, Ofir ^a   Connelly, Catherine E ^b   Fisk, Glenda M ^c  

^a CALIFORNIA STATE UNIVERSITY   (United States)

^b MCMASTER UNIVERSITY   (Canada)

^c QUEEN S UNIVERSITY   (Canada)

Author keywords

Authenticity; e service; Emotions; Post adoption; Service encounters; Technology use; Web based support service

Indexed keywords

AUTHENTICITY; E-SERVICES; EMOTIONS; POST ADOPTIONS; SERVICE ENCOUNTER; SUPPORT SERVICES; TECHNOLOGY USE;

SALES; WEBSITES;

CUSTOMER SATISFACTION;

EID: 84875465237     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.im.2013.02.004     Document Type: Article

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