TOWARDS A NEW CONCEPTUALIZATION OF CUSTOMER EXPERIENCE QUALITY IN TECHNOLOGY ENABLED COLLABORATIVE CONSUMPTION SERVICES
Kathrin Luehrs, Christoph Schmitz
- LanguageENG
- URLhttp://db.koreascholar.com/Article/Detail/315139
Global Marketing Conference
2016 Global Marketing Conference at Hong Kong
(2016.07)
pp.1124-1129
pp.1124-1129
글로벌지식마케팅경영학회
(Global Alliance of Marketing & Management Associations)
Abstract
Information technologies enable new business models to move the idea from traditional services away towards collaborative offerings allowing customers to become active participants in service delivery. Consequently, the capabilities of other customers are chiefly responsible in creating customer experience. Thus, existing customer experience quality models are extended to address today’s market developments.
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