Automated service quality and its behavioural consequences in CRM Environment: A structural equation modeling and causal loop diagramming approach
Information technology induced communications (ICTs) have revolutionized the operational aspects of service sector and have triggered a perceptual shift in service quality as rapid dis-intermediation has changed the access-mode of services on part of the consumers. ICT-enabled services further stimu...
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| Format: | Article |
| Language: | English |
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Growing Science
2012-08-01
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| Series: | Management Science Letters |
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| Online Access: | http://www.growingscience.com/msl/Vol2/msl_2012_41.pdf |