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- W2939989905 abstract "Customer experience (CE) has become a key topic in both academic research and management practice. In today’s technology-driven world, however, a whole range of new media touchpoints are evolving and creating new consumer experiences (Schmitt 2010). In particular, the emergence of mobile application software (app) has explosively grown in conjunction with the worldwide use of smartphones in recent years. Understanding interactions with, and consumption of, mobile apps is of critical importance. Despite a growing number of studies CE research still remains fragmented. This study explores the phenomenon of mobile app service failure experiences and the effects of app inaccessibility on perceived lack of benefits, app usage satisfaction/intentions and firm-related outcomes (word of mouth, loyalty intentions)." @default.
- W2939989905 created "2019-04-25" @default.
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- W2939989905 date "2016-12-01" @default.
- W2939989905 modified "2023-09-27" @default.
- W2939989905 title "Customer experience of mobile app service failures: Investigating (Halo) effects of app inaccessibility" @default.
- W2939989905 hasPublicationYear "2016" @default.
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