The value of self-service : long-term effects of technology-based self-service usage on customer retention
Anne Scherer; Nancy V. Wunderlich; Florian von Wangenheim
| Year of publication: |
2015
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|---|---|
| Authors: | Scherer, Anne ; Wünderlich, Nancy V. ; Wangenheim, Florian von |
| Published in: |
Management information systems : mis quarterly. - Minneapolis, MN : Carlson School of Management, University of Minnesota, ISSN 0276-7783, ZDB-ID 405089-7. - Vol. 39.2015, 1, p. 177-200
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| Subject: | Self-service | e-service | value-in-context | customer retention | customer defection | longitudinal | Selbstbedienung | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenbindung | Customer retention |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10010505862