Internet-Based Customer Service Systems: What are They and When are They Successful?1

Developments in Marketing Science: Proceedings of the Academy of Marketing Science

Volumn , Issue , 2015, Pages 150-153

  Brohman, Kathryn ^a   Parasuraman, A ^b   Watson, Richard T ^a   Piccoli, Gabriele ^c  

^a UNIVERSITY OF GEORGIA   (United States)

^b UNIVERSITY OF MIAMI   (United States)

^c Department of Obstetrics Gynecology   (United States)

Author keywords

Customer Satisfaction; Data Warehouse; Labor Intensity; Mutual Fund; Service Process

Indexed keywords

EID: 84997342267     PISSN: 23636165     EISSN: 23636173     Source Type: Book Series    
DOI: 10.1007/978-3-319-11927-4_45     Document Type: Chapter

References (6)

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2. Brady, D. 2000. "Why service stinks." Business Week (October 23): 118-128.
3. Schmenner, R.W. 1986. "How can a service business prosper?" Sloan Management Review 27 (3): 21-32.
4. Urbany, J.E., P.R. Dickson, and W.L. Wilkie. 1989. "Buyer Uncertainty and Information Search." Journal of Consumer Research 16: 208-215.
5. Watson, R.T., S. Akselsen, and L.F. Pitt. 1998. "Attractors: building mountains in the flat landscape of the World
6. Wide Web." California Management Review 40 (2): 36-56.