Journal article
Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters
Abstract
Customer service is an important aspect of virtually all organizations. Thus, many try to find ways to improve it. Web-based live-chat support services are one promising means toward this end. However, such services and their success factors have been rarely studied. This study bridges this gap. It builds on justice and service marketing theories, and examines key factors that drive intentions to continue using web-based live-chat support …
Authors
Turel O; Connelly CE
Journal
International Journal of Information Management, Vol. 33, No. 4, pp. 674–683
Publisher
Elsevier
Publication Date
8 2013
DOI
10.1016/j.ijinfomgt.2013.03.005
ISSN
0268-4012