An investigation on the online customer experience – the role of social interaction

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

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

Keywords

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

Cite this

McLean, G., & Wilson, A. (2015). An investigation on the online customer experience – the role of social interaction. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.
McLean, Graeme ; Wilson, Alan. / An investigation on the online customer experience – the role of social interaction. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.7 p.
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abstract = "This paper explores the online customer experience in relation to Governmentprovision 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.",
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author = "Graeme McLean and Alan Wilson",
year = "2015",
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day = "18",
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note = "The 14th International Research Symposium on Service Excellence in Management, QUIS14 ; Conference date: 18-06-2015 Through 21-06-2015",
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}

McLean, G & Wilson, A 2015, 'An investigation on the online customer experience – the role of social interaction' Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China, 18/06/15 - 21/06/15, .

An investigation on the online customer experience – the role of social interaction. / 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 on the online customer experience – the role of social interaction

AU - McLean, Graeme

AU - Wilson, Alan

PY - 2015/6/18

Y1 - 2015/6/18

N2 - This paper explores the online customer experience in relation to Governmentprovision 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 Governmentprovision 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 - online customer experience

KW - social interaction

KW - online services

KW - business support

M3 - Paper

ER -

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