E-Customer service capability and value creation
E-Customer service capability and value creation
In recent years, there has been a growing interest in the concept of value in the marketing literature. This study examines how companies develop e-customer service capability and support value creation in the context of Internet marketing. Surveys are conducted to obtain data from the perspective of both companies and customers. The main results from the firm's perspective indicate that e-customer service capability is positively associated with value creation particularly through technological capability and customer orientation. The high degree of interaction between customer orientation and transaction efficiency suggests that customer experience (satisfaction) can be further enhanced through the e-customer service capability to achieve customer commitment to a website in terms of trust and loyalty.
1293-1306
Eng, Teck-Yong
349165eb-272c-4a7a-93b4-e2416ed4a537
November 2008
Eng, Teck-Yong
349165eb-272c-4a7a-93b4-e2416ed4a537
Eng, Teck-Yong
(2008)
E-Customer service capability and value creation.
The Service Industries Journal, 28 (9), .
(doi:10.1080/02642060802230163).
Abstract
In recent years, there has been a growing interest in the concept of value in the marketing literature. This study examines how companies develop e-customer service capability and support value creation in the context of Internet marketing. Surveys are conducted to obtain data from the perspective of both companies and customers. The main results from the firm's perspective indicate that e-customer service capability is positively associated with value creation particularly through technological capability and customer orientation. The high degree of interaction between customer orientation and transaction efficiency suggests that customer experience (satisfaction) can be further enhanced through the e-customer service capability to achieve customer commitment to a website in terms of trust and loyalty.
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Eng08_SIJ28[9].pdf
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Published date: November 2008
Organisations:
Centre for Digital, Interactive & Data Driven Marketing
Identifiers
Local EPrints ID: 391532
URI: http://eprints.soton.ac.uk/id/eprint/391532
ISSN: 0264-2069
PURE UUID: 38260dc4-229a-47fa-a2bb-56e60642af56
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Date deposited: 22 Apr 2016 13:50
Last modified: 14 Mar 2024 23:30
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Author:
Teck-Yong Eng
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