"Deal with it" : how coping with e-service innovation affects the customer experience
Year of publication: |
2019
|
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Authors: | Ciuchita, Robert ; Mahr, Dominik ; Odekerken-Schröder, Gaby |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 103.2019, p. 130-141
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Subject: | E-services | Incremental innovation | Customer experience | Existing customers | Coping | Beziehungsmarketing | Relationship marketing | Innovation | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Electronic Commerce | E-commerce | Innovationsmanagement | Innovation management | Kundenintegration | Customer integration |
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