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Keywords: Customer readiness
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Journal Articles
E-service flexibility: meeting new customer demands online
Available to Purchase
Journal:
Management Research Review
Management Research Review (2013) 36 (11): 1123–1136.
Published: 28 October 2013
... to investigate the relationships among a company's internal flexibility, e-service flexibility, customer readiness and firm performance. Design/methodology/approach – Based on an extensive review of e-service and flexibility literature, the paper develops a taxonomy of B2C e-service flexibility in a CAC...
