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Erschienen in: Service Business 1/2024

06.03.2024 | Empirical article

A comparative analysis of contactless e-service encounters in online platforms

verfasst von: Sang M. Lee, Soon Goo Hong, DonHee Lee

Erschienen in: Service Business | Ausgabe 1/2024

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Abstract

This study examines the importance of customer-centered e-service encounter activities in online platforms for enhancing customer value in different service sectors. To identify and evaluate the key factors that contribute to 3Ts (task, e-tangible, treatment) of e-service encounter activities, the Analytic Hierarchy Process (AHP) was applied. The study results identified the following priority factors: for retail and food services—product diversity was rated the highest (30.1% and 28.5%, respectively), and brand reliability (26.6% and 25.8%, respectively) the second; for accommodation service—brand reliability was rated the highest (27.4%) and then product diversity (26.6%). The results of this study provide useful insights to service organizations for designing effective e-service encounter activities based on 3Ts. Thus, this study contributes to the literature through its theoretical and practical implications.

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Metadaten
Titel
A comparative analysis of contactless e-service encounters in online platforms
verfasst von
Sang M. Lee
Soon Goo Hong
DonHee Lee
Publikationsdatum
06.03.2024
Verlag
Springer Berlin Heidelberg
Erschienen in
Service Business / Ausgabe 1/2024
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-024-00554-2

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