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Evolving the online customer experience - Is there a role for online customer support?

McLean, Graeme and Wilson, Alan (2015) Evolving the online customer experience - Is there a role for online customer support? In: 25th Annual RESER Conference "Innovative Services in the 21st Century" Proceedings. RESER, Roskilde. ISBN 9788773499214

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Abstract

This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided 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 online customer support via social interaction during a customer’s online experience. Through the use of in-depth interviews and structural equation modeling, this study establishes a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. This paper provides further theoretical understanding of the OCE through the introduction of information quality, website credibility and the length of time spent on the website, as variables influencing the OCE. In addition, this paper establishes the need for online customer support during a utilitarian search for business support information and services.