McLean, Graeme and Wilson, Alan (2015) An investigation into the online customer experience. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.
Mclean_Wilson_IRSSEM2015_online_customer_experience_while_searching_for_business_support_information.pdf - Accepted Author Manuscript
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This paper explores the online customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of social interaction during a customer’s online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.
|Item type:||Conference or Workshop Item (Paper)|
|Notes:||QUIS14 Conference Service Excellence in Management, held at China Europe International Business School, Shanghai.|
|Keywords:||customer experience management, online searching, business support, online services, online customer experience, social interaction, business support services, Marketing. Distribution of products, Marketing, Business, Management and Accounting(all), Management Information Systems|
|Subjects:||Social Sciences > Commerce > Marketing. Distribution of products|
|Department:||Strathclyde Business School > Marketing
Strathclyde Business School
|Depositing user:||Pure Administrator|
|Date Deposited:||26 Aug 2016 11:22|
|Last modified:||31 Mar 2017 19:58|