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An e-commerce customer service robot based on intention recognition model

Peng, Minjing; Qin, Yanwei; Tang, Chenxin; Deng, Xiangming - In: Journal of electronic commerce in organizations : the … 14 (2016) 1, pp. 34-44

Persistent link: https://www.econbiz.de/10011529142

Satisfying the online food crave : the case of online food aggregators

Farah, Maya F.; Ramadan, Zahy; Kanso, Jana - In: International journal of consumer studies 46 (2022) 4, pp. 1413-1427

Persistent link: https://www.econbiz.de/10013329338

Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting

Kumari, Parveen; Kumar, Satinder; Itani, Maher N. - In: Journal for global business advancement : JGBA 14 (2021) 3, pp. 383-407

Persistent link: https://www.econbiz.de/10012614003

Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce

Kumari, Parveen; Kumar, Satinder - In: International journal of electronic customer … 12 (2020) 3, pp. 191-204

Persistent link: https://www.econbiz.de/10012509217

Customers' perceptions as an antecedent of satisfaction with online retailing services

Mwencha, Peter; Muathe, Stephen - In: Journal of marketing and consumer behaviour in emerging … (2018) 1, pp. 4-27

The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers' perceptions vis-a-vis satisfaction with online retailing services. While...

Persistent link: https://www.econbiz.de/10012116963

The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457

Persistent link: https://www.econbiz.de/10010198163

Online service failure : how consumers from emerging countries react and complain

Rohden, Simoni F.; Matos, Celso Augusto de - In: Journal of consumer marketing 39 (2022) 1, pp. 44-54

Persistent link: https://www.econbiz.de/10013165311

Research on the influence of compensation methods and customer sentiment on service recovery effect

Wei, Jiahua; Lin, Xi - In: Total quality management & business excellence 33 (2022) 5, pp. 489-508

Persistent link: https://www.econbiz.de/10013166889

Designing satisfying service encounters : website versus store touchpoints

Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107

Persistent link: https://www.econbiz.de/10012819742

The social significance of AI in retail on customer experience and shopping practices

Moore, Simon; Bulmer, Sandy; Elms, Jonathan - In: Journal of retailing and consumer services 64 (2022), pp. 1-8

Persistent link: https://www.econbiz.de/10013209453

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