"What can I(S) do for you?" : how technology enables service providers to elicit customers' preferences and deliver personalized service
Year of publication: |
2020
|
---|---|
Authors: | Bonaretti, Dario ; Bartosiak, Marcin ; Lui, Tsz-Wai ; Piccoli, Gabriele ; Marchesani, Daniele |
Published in: |
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group. - Amsterdam : Elsevier, ISSN 0378-7206, ZDB-ID 432134-0. - Vol. 57.2020, 6, p. 1-13
|
Subject: | Customer service systems | Customer value | Effective use | Faithful representation | Service personalization | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenwert | Kundenzufriedenheit | Customer satisfaction |
-
A customer-dominant logic on service recovery and customer satisfaction
Cheung, Fung Yi Millissa, (2016)
-
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus, (2015)
-
Customer experience from a self-service system perspective
Åkesson, Maria, (2014)
- More ...
-
Online review response strategy and its effects on competitive performance
Lui, Tsz-Wai, (2018)
-
Piccoli, Gabriele, (2017)
-
IT-enabled value co-creation in a tourism context : the Portale Sardegna Case
Cabiddu, Francesca, (2016)
- More ...