An Empirical Study to Assess the Use of a New Web-Based Customer Services System
نویسندگان
چکیده
Assessing use is of vital importance for organizations selling and using web-based customer services systems. The purpose of this paper is to use a conceptual model to empirically study individuals’ assessments of a new web-based customer services system over time. The model consists of three phases; pre-use, test and use. The concepts of value and quality are discussed in relation to the three phases. In this paper an empirical study has been undertaken where data collection has been generated by the means of qualitative in-depth interviews over a period of two years. The main contribution of this paper is the understanding of the difference between the concepts of value and quality being illustrated in the conceptual model. Customers’ assessment of value and quality could have implications for companies developing new web-based customer services systems.
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