Matches in SemOpenAlex for { <https://semopenalex.org/work/W3136558439> ?p ?o ?g. }
- W3136558439 endingPage "102520" @default.
- W3136558439 startingPage "102520" @default.
- W3136558439 abstract "Recent literature highlights the importance of touchpoints, yet fails to test empirically their long-term effects on essential customer perceptions. This study assesses the short- and long-term impacts of different provider-controlled touchpoints on firm expertise, service reliability and service excellence. A random panel dataset of more than 2,000 customers over five years is used to test the proposed model. The results confirm that sales force and product are crucial for long-term customer perceptions, while the effect of consulting, tangibles and standardized contacts is weaker over time. The findings of this managerial-oriented study reveal how the effectiveness of touchpoints changes over time." @default.
- W3136558439 created "2021-03-29" @default.
- W3136558439 creator A5004890527 @default.
- W3136558439 creator A5019051018 @default.
- W3136558439 creator A5033692727 @default.
- W3136558439 date "2021-07-01" @default.
- W3136558439 modified "2023-10-01" @default.
- W3136558439 title "Short-term and long-term effects of touchpoints on customer perceptions" @default.
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