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Full-Text Articles in Physical Sciences and Mathematics
An Empirical Investigation Of Information Technology Mediated Customer Services In China, Jianhua Xiao, Suhong Li
An Empirical Investigation Of Information Technology Mediated Customer Services In China, Jianhua Xiao, Suhong Li
Information Systems and Analytics Department Faculty Conference Proceedings
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 208 respondents collected from two Chinese universities, this paper investigates customer preference over two service delivery model (either in store or online) on five type of purchasing (retail, eating-out, banking, travel and entertainment) and their perception difference in customer service quality between those two delivery model. Results show that a majority of Chinese students prefer in store and in person for eating out. For ordering …
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 …