Proactive customer education, customer retention, and demand for technology support : evidence from a field experiment
German F. Retana (INCAE Business School, Alajuela, Costa Rica), Chris Forman (Georgia Institute of Technology, Scheller College of Business, Atlanta, Georgia), D. J. Wu (Georgia Institute of Technology, Scheller College of Business, Atlanta, Georgia)
| Year of publication: |
2016
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|---|---|
| Authors: | Retana, German F. ; Forman, Christopher ; Wu, D. J. |
| Published in: |
Manufacturing & service operations management : M & SOM. - Catonsville, MD : INFORMS, ISSN 1523-4614, ZDB-ID 2021015-2. - Vol. 18.2016, 1, p. 34-50
|
| Subject: | field experiment | proactive service | service coproduction | customer retention | technology support | cloud computing | Beziehungsmarketing | Relationship marketing | Feldforschung | Field research | Cloud Computing | Cloud computing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1287/msom.2015.0547 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011437906