Evolving the online customer experience … is there a role for online customer support?

作者：

Highlights：

• The notion of time distortion in the online environment is context specific.

• During information search customers require online customer support.

• The length of time spent on the website drives the need for online customer support.

摘要

•The notion of time distortion in the online environment is context specific.•During information search customers require online customer support.•The length of time spent on the website drives the need for online customer support.

论文关键词：Online customer experience,Online services,Online customer support

论文评审过程：Received 17 September 2015, Revised 18 February 2016, Accepted 20 February 2016, Available online 9 March 2016, Version of Record 9 March 2016.

论文官网地址：https://doi.org/10.1016/j.chb.2016.02.084