As a case study of the 2017 contract breach crisis involving Chunghwa Telecom (CHT) and its IPTV service, MOD, this study inspects the synergistic influences among perceived service quality, acceptance of technology, trust, satisfaction, and consumers' post-crisis repurchase intentions. With 546...

As the mobile-based O2O industry grows, many existing O2O service providers are attempting to expand their businesses by service diversification. According to this trend, the current study investigated the effects of the parent O2O service-related factors on the user adoption of a sequel...

Cover -- Service Design und Customer Experiences: Konzeptionelle Überlegungen -- Einführung ins Service Design: Ziele, Prozess und Instrumente -- Management Summary -- 1. Customer Experience Management und Service Design: Zwei Konzepte, ein Gedanke -- 2. Verständnis und Inhalte von Customer...