An investigation into the online customer experience

Research output: Contribution to conferencePaper

Abstract

This paper explores the online customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of social interaction during a customer’s online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.

Conference

ConferenceThe 14th International Research Symposium on Service Excellence in Management
Abbreviated titleQUIS14
CountryChina
CityShanghai
Period18/06/1521/06/15
Internet address

Fingerprint

Industry
Customer experience
Business support services
Business support
Government
Social interaction
Theoretical framework
Methodology

Keywords

  • customer experience management
  • online searching
  • business support
  • online services
  • online customer experience
  • social interaction
  • business support services

Cite this

McLean, G., & Wilson, A. (2015). An investigation into the online customer experience. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.
McLean, Graeme ; Wilson, Alan. / An investigation into the online customer experience. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.6 p.
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author = "Graeme McLean and Alan Wilson",
note = "QUIS14 Conference Service Excellence in Management, held at China Europe International Business School, Shanghai.; The 14th International Research Symposium on Service Excellence in Management, QUIS14 ; Conference date: 18-06-2015 Through 21-06-2015",
year = "2015",
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McLean, G & Wilson, A 2015, 'An investigation into the online customer experience' Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China, 18/06/15 - 21/06/15, .

An investigation into the online customer experience. / McLean, Graeme; Wilson, Alan.

2015. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.

Research output: Contribution to conferencePaper

TY - CONF

T1 - An investigation into the online customer experience

AU - McLean, Graeme

AU - Wilson, Alan

N1 - QUIS14 Conference Service Excellence in Management, held at China Europe International Business School, Shanghai.

PY - 2015/6/18

Y1 - 2015/6/18

N2 - This paper explores the online customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of social interaction during a customer’s online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.

AB - This paper explores the online customer experience in relation to Government provision of business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of social interaction during a customer’s online experience. This study provides a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. The initial methodology is outlined along with an explanation of the current phase of the research.

KW - customer experience management

KW - online searching

KW - business support

KW - online services

KW - online customer experience

KW - social interaction

KW - business support services

M3 - Paper

ER -

McLean G, Wilson A. An investigation into the online customer experience. 2015. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.