Net-based customer service systems: evolution and revolution in web site functionalities

Article Abstract:

The functionality and development phases of web sites as customer service systems are evaluated. A descriptive taxanomy of customer needs amenable to online fulfillment, and a conceptual model of the evolution of web sites are presented.

Author: Parasuraman, A., Watson, Richard T., Piccoli, Gabriele, Brohman, M. Kathryn
Publisher: Blackwell Publishers Ltd.
Publication Name: Decision Sciences
Subject: Business, general
ISSN: 0011-7315
Year: 2004
Marketing procedures, Services information, Venture Analysis, Services, Technology application, Business enterprises, Web site/Web page development, Customer relationship management, Customer relations

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A mathematical model of service failure and recovery strategies

Article Abstract:

A conceptual and mathematical model is developed to help organizations with their recovery strategies when there has been a service failure. This model is based on customer risk profiles and the firm's cost structures.

Author: Parasuraman, A., Zhu, Zhen, Sivakumar, K.
Publisher: Blackwell Publishers Ltd.
Publication Name: Decision Sciences
Subject: Business, general
ISSN: 0011-7315
Year: 2004
Management dynamics, Management, Mathematical models, Company business management, Strategic planning (Business), New product failure

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Using the end - user computing satisfaction (EUCS) instrument to measure satisfaction with a web site

Article Abstract:

A study for the purpose of revising and revalidating the End-User Computing Satisfaction (EUCS) instrument to measure satisfaction with a web site from a usability perspective is presented.

Author: Farmer, Steven M., Abdinnour-Helm, Sue F., Chaparro, Barbara S.
Publisher: Blackwell Publishers Ltd.
Publication Name: Decision Sciences
Subject: Business, general
ISSN: 0011-7315
Year: 2005
Science & research, Research, Customer satisfaction, End-user computing, End user computing

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Subjects list: United States, Usage, Company Web site/Web page, Web sites (World Wide Web), Web sites
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