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Keywords: Customer service
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Journal Articles
Asia Pacific Journal of Marketing and Logistics (2025) 37 (6): 1465–1502.
Published: 29 October 2024
...Ali Vafaei-Zadeh; Davoud Nikbin; Shin Ling Wong; Haniruzila Hanifah Purpose Artificial intelligence (AI) customer service has grown rapidly in recent years due to the emergence of COVID-19 and the growth of the e-commerce industry. Therefore, this study employs the integration of the stimuli...
Journal Articles
Asia Pacific Journal of Marketing and Logistics (2019) 31 (4): 1138–1160.
Published: 10 May 2019
... consumers is very crucial for their growth. Design/methodology/approach A conceptual model is proposed that expands the theory of reasoned action (TRA) with three additional constructs, namely, trust, convenience and customer service. The proposed model is examined with the help of questionnaire...
Journal Articles
Asia Pacific Journal of Marketing and Logistics (2018) 30 (2): 400–416.
Published: 09 April 2018
.... It also found that customer service is the most significant factor among the examined antecedents for online shoppers in China. While, return service is more important for shoppers in Taiwan. Finally, customer satisfaction played a stronger positive role for online shoppers in Taiwan as compared...
