"Deal with it" : how coping with e-service innovation affects the customer experience
Robert Ciuchita, Dominik Mahr, Gaby Odekerken-Schröder
| 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 | Kundenzufriedenheit | Customer satisfaction | Innovation | Konsumentenverhalten | Consumer behaviour | Innovationsmanagement | Innovation management | Electronic Commerce | E-commerce | Dienstleistungsqualität | Service quality | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2019.05.036 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012104123