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E-customer service capability and value creation

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  • Teck-Yong Eng

Abstract

In recent years, there has been a growing interest in the concept of value in the marketing literature. This study examines how companies develop e-customer service capability and support value creation in the context of Internet marketing. Surveys are conducted to obtain data from the perspective of both companies and customers. The main results from the firm's perspective indicate that e-customer service capability is positively associated with value creation particularly through technological capability and customer orientation. The high degree of interaction between customer orientation and transaction efficiency suggests that customer experience (satisfaction) can be further enhanced through the e-customer service capability to achieve customer commitment to a website in terms of trust and loyalty.

Suggested Citation

  • Teck-Yong Eng, 2008. "E-customer service capability and value creation," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1293-1306, November.
  • Handle: RePEc:taf:servic:v:28:y:2008:i:9:p:1293-1306
    DOI: 10.1080/02642060802230163
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    Cited by:

    1. Kleit, Andrew N. & Shcherbakova, Anastasia V. & Chen, Xu, 2012. "Restructuring and the retail residential market for power in Pennsylvania," Energy Policy, Elsevier, vol. 46(C), pages 443-451.
    2. J. F. Juliá-Igual & R. Cervelló-Royo & I. Berné-Lafuente, 2017. "Market value analysis of a Chinese e-commerce holding group: a multicriteria approach," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 475-490, September.
    3. Suryandari, Retno Tanding & Paswan, Audhesh K., 2014. "Online customer service and retail type-product congruence," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 69-76.
    4. Kun-Tzu Yu, 2013. "A measurement model for service capability from the customer perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 563-582, December.

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