Organizations spend significant resources tracking customer satisfaction and managing service delivery. Although a great deal of effort is expended in understanding what goes on w...
The majority of financial services companies in Germany and Switzerland have, with varying objectives and success, conducted customer relationship management (CRM) implementation ...
Malte Geib, Annette Reichold, Lutz Kolbe, Walter B...
The main purpose of the paper is to explore and discuss the influence of product type on customer interaction in electronic commerce. We have conducted two qualitative case studie...
: This research develops, operationalizes, and empirically tests a model for explaining/predicting the satisfaction of customers with Internet-based services in the context of an o...
Discovering and assembling individual Web services into more complex yet new and more useful Web processes has received significant attention from academia recently. In this thesi...