The Virtual Service Encounter: Opportunities for Research
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, Springer Nature, ss.89-93, 2015
- Yayın Türü: Kitapta Bölüm / Araştırma Kitabı
- Basım Tarihi: 2015
- Doi Numarası: 10.1007/978-3-319-11885-7_24
- Yayınevi: Springer Nature
- Sayfa Sayıları: ss.89-93
- Anahtar Kelimeler: Online Environment, Service Provider, Service Quality, Virtual Community, Virtual Environment
- Boğaziçi Üniversitesi Adresli: Evet
Özet
This paper examines the applicability of the service encounter literature to the remote, technology-mediated interaction between the customer and the service provider, defined as a virtual service encounter. Through a comparison between the physical and the virtual encounters areas for future research are identified and propositions are suggested.