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Information Systems and Analytics Department Faculty Journal Articles
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A Comparison Of Information Technology Mediated Customer Services Between The U.S. And China, Suhong Li, Hal Records, Robert Behling
A Comparison Of Information Technology Mediated Customer Services Between The U.S. And China, Suhong Li, Hal Records, Robert Behling
Information Systems and Analytics Department Faculty Journal Articles
Information technology mediated customer service is a reality of the 21st century. More and more companies have moved their customer services from in store and in person to online through computer or mobile devices. Using 442 responses collected from one USA university (234 responses) and two Chinese universities (208 responses), the study investigates customer preferences over two service delivery models (either in store or online) on five types of purchasing (retail, eating-out, banking, travel and entertainment) and their perception difference in customer service quality between those two delivery models in the U.S. and China. The results show that the majority …