Sökning: "Expectation Confirmation Model ECM"

Hittade 1 uppsats innehållade orden Expectation Confirmation Model ECM.

  1. 1. Unveiling the Depths of Customer Satisfaction : An Exploratory Qualitative Study on Chatbot Services and the Expectation Confirmation Model (ECM)

    Master-uppsats, Uppsala universitet/Företagsekonomiska institutionen

    Författare :Louise Forssell; Björn Ratjen; [2023]
    Nyckelord :Customer satisfaction; customer expectation; chatbot performance; Expectation Confirmation Model ECM ; exploratory research; underlying factors;

    Sammanfattning : The Expectation confirmation model (ECM) is commonly employed to investigate technological advances and customer satisfaction with chatbots. However, customer satisfaction is a multifaceted concept intertwined with emotions and subjective perceptions, comprehending customer satisfaction fully can therefore be challenging. LÄS MER