An investigation on the online customer experience – the role of social interaction

McLean, Graeme and Wilson, Alan (2015) An investigation on the online customer experience – the role of social interaction. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

[thumbnail of McLean-Wilson-QUIS2014-An-investigation-on-the-online-customer-experience]
Preview
Text. Filename: McLean_Wilson_QUIS2014_An_investigation_on_the_online_customer_experience.pdf
Accepted Author Manuscript

Download (180kB)| Preview

Abstract

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.

ORCID iDs

McLean, Graeme ORCID logoORCID: https://orcid.org/0000-0003-3758-5279 and Wilson, Alan ORCID logoORCID: https://orcid.org/0000-0002-5491-1876;