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An Empirical Study to Assess the Use of a New Web-Based Customer Services System
2004 (English)Conference paper, Published paper (Refereed)
Abstract [en]

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

Place, publisher, year, edition, pages
New York, USA, 2004.
Keywords [en]
Assessment, Value, Quality, Web-Based Customer Services Systems
National Category
Information Systems
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-16870OAI: oai:DiVA.org:kau-16870DiVA, id: diva2:590466
Conference
Proceedings of the American Conference on Information Systems (AMCIS), August 6-8, 2004, New York, USA
Note

Distrubution: Kontakta författarna

Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2018-01-11

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No full text in DiVA

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http://aisel.isworld.org/article.asp?Subject_ID=236&Publication_ID=34

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Johansson, Niklas

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