- 期刊
- OpenAccess
The Customer Experience in the Era of Electronic Service Offering
並列摘要
This paper analyzes how the customer experience could be impacted by the integration of electronic supply service, as a complementary channel of distribution. Far from trivial, the induced changes generate a restructuring of the contents of the service experience whose impact on perceived quality and service brand image should be seriously considered by the provider.
延伸閱讀
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