Two studies exploring the effects of ageing cohorts and channel usage on the antecedents and consequence of customer satisfaction
A rapidly ageing customer base, and an acceleration in the adoption of self-service technologies (SST) are two major trends which are set to have an increasing impact on how companies manage and satisfy customers. While there has been a rich body of work studying the effects of ageing and SST usage...
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| Format: | text |
| Language: | English |
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Institutional Knowledge at Singapore Management University
2022
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| Online Access: | https://ink.library.smu.edu.sg/etd_coll/439 https://ink.library.smu.edu.sg/context/etd_coll/article/1441/viewcontent/PhDGM_ChenYongchang_Dissertation_Final_Revised.pdf |
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| Institution: | Singapore Management University |
| Language: | English |