Essays about: "Customer service encounter"
Showing result 1 - 5 of 30 essays containing the words Customer service encounter.
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1. Orchestrating the service encounter in a digital era: How the presence of a greeting online service agent affects customers' experience of visiting a home electronics e-store
University essay from Handelshögskolan i Stockholm/Institutionen för marknadsföring och strategiAbstract : The service encounter is to an increasing extent being transported to an online context. Companies are more and more often trying to create an initial point of contact when a customer enters a website. READ MORE
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2. Booming or Baffled : Investigating Baby Boomers’ Attitudes Toward Self-Service Technology and Personal Service Encounters in the Hotel Industry
University essay from Linnéuniversitetet/Institutionen för marknadsföring och turismvetenskap (MTS)Abstract : The hospitality industry is increasingly incorporating self-service technology, suchas online booking systems, automated check-in and check-out, and in-roomtechnology, to enhance the customer experience and streamline operations. However,there is limited research on the adoption and usage of self-service technology bybaby boomers (BB) in this industry. READ MORE
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3. Obstacles for Change Management in a Fragmented Digitized Postmodern Society. : A Case Study of the Digitalization Authority in Sweden.
University essay from Mittuniversitetet/Institutionen för ekonomi, geografi, juridik och turismAbstract : Change management is an increasingly prominent and complicated topic. In the postmodern digitized society, Sweden is believed to be at the forefront, yet in Swedish radio, information experts claim that the country is far from able to manage a crisis. READ MORE
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4. Fear not, here is the bot: An experimental study of how consumers rate satisfaction and performance in service encounters with chatbots and employees
University essay from Handelshögskolan i Stockholm/Institutionen för marknadsföring och strategiAbstract : Artificial intelligence is entering e-commerce customer service in force. Chatbots, conversational agents employed to address consumers' needs and questions, are steadily replacing employees, a development claimed to increase the quality of service. READ MORE
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5. The Right Bricks for a World of Clicks - How the role of the physical fashion store is shifting in an increasingly digitalized market.
University essay from Handelshögskolan i Stockholm/Institutionen för marknadsföring och strategiAbstract : Over the past decades, digitalization and e-commerce have transformed the retailing industry. Some sectors have seen it render the brick and mortar store all but obsolete; in others, it creates new opportunities for cross-channel synergies. READ MORE
