Beyond firm-customer interactions to better customer experience
This dissertation puts forward a mix of quantitative and qualitative methods to study the effects of low control determinants and peer-to-peer interactions on customer experience. Peer-to-peer (P2P) is the exchange between participants of equal power and authority to perform common tasks in a servic...
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| Format: | text |
| Language: | English |
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Institutional Knowledge at Singapore Management University
2017
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| Online Access: | https://ink.library.smu.edu.sg/etd_coll/416 https://ink.library.smu.edu.sg/context/etd_coll/article/1414/viewcontent/59a_Beyond_firm_customer_interactions_to_better_customer_experience_organized.pdf |
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| Institution: | Singapore Management University |
| Language: | English |