The Role of Digital Service Encounters on Customers' Perceptions of Companies

Kristina. Heinonen

doi:10.4018/jeco.2008040101

Special Offers
- IGI Global’s New Emerging Topic e-Book Collections
  Acquire highly focused and affordable Cutting-Edge Peer-Reviewed Research Content through a selection of 17 topic-focused e-Book Collections discounted up to 90%, compared to list prices. Collection topics include Artificial Intelligence, Data Science, Language Learning, Marketing and Customer Relations, Sustainability, and many more. Hosted on the InfoSci^® platform, these collections feature no DRM, no additional cost for multi-user licensing, no embargo of content, full-text PDF & HTML format, and more.
  Learn More
- Open Access Book (Free Access) - Encyclopedia of Information Science and Technology, Sixth Edition (ISBN: 9781668473665)
  The Encyclopedia of Information Science and Technology, Sixth Edition) continues the legacy set forth by the first five editions by providing comprehensive coverage and up-to-date definitions of the most important issues, concepts, and trends pertaining to technological advancements and information management within a variety of settings and industries. The entire book is being published under open access.
  Read Now
- Open Access Book (Free Access) - Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries (ISBN: 9781668456293)
  Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries provides information on the recent technology, mitigation, and environmental protection that must be applied for food sustainability in developing countries. This book is being published under Platinum Open Access through funding from Diponegoro University, Indonesia.
  Read Now
- Open Access Book (Free Access) - New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY (ISBN: 9781668438091)
  The Walmart Corporation and the Lumina Foundation have provided funding to make New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY fully open access, completely removing any paywall between scholars in education and the latest research on new models for the future of higher education.
  Read Now
- Open Access Book (Free Access) - Handbook of Research on the Global View of Open Access and Scholarly Communications (ISBN: 9781799898054)
  Through a collaboration between IGI Global and the University of North Texas, the Handbook of Research on the Global View of Open Access and Scholarly Communications has been published as fully open access, completely removing any paywall between researchers of any field, and the latest research on the equitable and inclusive nature of Open Access and all of its complications.
  Read Now
Books
- - Books by Subject
  - Business, Administration, & Management
  - Scientific, Technical, & Medical (STM)
  - Education
  - Books by Field
Journals
- - Journals
  - OnDemand Journal Articles
  - Journals by Subject
  - Business, Administration, & Management
  - Scientific, Technical, & Medical (STM)
  - Education
  - Journals by Field
e-Collections
Open Access
- View All Open Access Opportunities
  Search across all of IGI Global’s available open access publishing opportunities to unleash your research potential.
  Find an Open Access Journal for Your Next Manuscript
  Search across all of IGI Global’s available open access publishing opportunities to unleash your research potential.
  Submit an Open Access Book Proposal
  Learn more about open access book publishing and how it can propel your research forward in the field.
  Convert Your Work to Open Access
  Already published? You can convert your work to open access to increase its impact through IGI Global’s Restrospective Open Access Program.
  Utilize Open Access Collection Database
  Open up your research potential by utilizing our open access content or integrating the open access collection into your library
  Consider Open Access Agreements
  For Libraries: consider no-cost or investment-level open access agreements with IGI Global to support your faculty's research endeavors.
  Search Funding Resources
  Looking for additional funding resources to support your open accesss endeavors? View industry resources compiled by our open access team.
  Review Open Access Policies & Ethical Guidelines
  Considering IGI Global to publish your work under open access? Review IGI Global’s open access policies and ethical guidelines
Publish with Us
Resources
- - Instructors
  - Course Adoption
  - Teaching Cases
  - K-12 Online Learning Collection
  - Authors and Editors
  - eEditorial Discovery^® System
  - Peer Review Process
  - Ethics and Malpractice
  - COPE Membership
  - Fair Use Policy
  - Open Access Publishing
  - FAQ
Catalogs
About Us
Newsroom

The Role of Digital Service Encounters on Customers' Perceptions of Companies

Kristina. Heinonen

Source Title: Journal of Electronic Commerce in Organizations (JECO) 6(2)

DOI: 10.4018/jeco.2008040101

OnDemand:

(Individual Articles)

Available

$37.50

Current Special Offers

No Current Special Offers

Abstract

The service encounter occurs whenever a customer interacts with a company personally or through technology through, for example, the Internet, e-mail, or telephone. Nowadays, customers frequently initiate the encounter as, for example, inquiries, information searches, and complaints are conveniently performed online. This article explores the role of digital service encounters on customer perceptions of companies. Digital service encounters in this article denote remote customer-company interactions via the Internet or e-mail. The focus is on active customers initiating interactions and on customer perceptions of company responses to these interactions. A conceptual framework that captures customer perceived service encounter value on two dimensions (responsiveness and personalization) is proposed. An empirical study exploring the value of company responses to digital contacts indicated that many contacts are responded to promptly and satisfyingly. However, there are also significant differences in the value of the service encounter. Some service encounters are perceived as unpersonalized, and some are even left without response.

Complete Article List

Search this Journal:

Reset

Volume 22: 1 Issue (2024)

Volume 21: 1 Issue (2023)

Volume 20: 4 Issues (2022): 2 Released, 2 Forthcoming

Volume 19: 4 Issues (2021)

Volume 18: 4 Issues (2020)

Volume 17: 4 Issues (2019)

Volume 16: 4 Issues (2018)

Volume 15: 4 Issues (2017)

Volume 14: 4 Issues (2016)

Volume 13: 4 Issues (2015)

Volume 12: 4 Issues (2014)

Volume 11: 4 Issues (2013)

Volume 10: 4 Issues (2012)

Volume 9: 4 Issues (2011)

Volume 8: 4 Issues (2010)

Volume 7: 4 Issues (2009)

Volume 6: 4 Issues (2008)

Volume 5: 4 Issues (2007)

Volume 4: 4 Issues (2006)

Volume 3: 4 Issues (2005)

Volume 2: 4 Issues (2004)

Volume 1: 4 Issues (2003)

View Complete Journal Contents Listing

MLA

APA

Chicago

Export Reference

The Role of Digital Service Encounters on Customers' Perceptions of Companies

Abstract

Complete Article List