2021
DOI: 10.20944/preprints202102.0250.v1
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Measuring Customer Service Experience in Offline and Online Retail Environments

Abstract: Spectacular shifts have been led to by The COVID-19 crisis in consumer behavior. Retailers will have to work hard to meet ever-evolving customer service experience with respect to the ways in which it may be differently affected by offline or online transactions in order to win and stay relevant. We suggest an integrative framework and construct customer service experience hypotheses, based on its antecedents and consequences that will contribute to academic study as well as managerial implications. The hypoth… Show more

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