An investigation into the online customer experience

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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.
Original languageEnglish
Number of pages6
Publication statusPublished - 18 Jun 2015
EventThe 14th International Research Symposium on Service Excellence in Management - Shanghai, China
Duration: 18 Jun 201521 Jun 2015
http://www.quis14.com

Conference

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

Keywords

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

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  • 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.