Customer Contact Research Articles

The effect of team-model on healthcare usage and treatment levels among people with type 2 diabetes

Abstract Background In North Karelia Finland, a team-based service model was implemented in some municipalities’ primary healthcare (PHC) centers during 2020. In this team-model, a healthcare customer contacts a nurse who initiates the service process immediately. Nurses can also consult or direct customers to other healthcare professionals and arrange physical appointments if needed. The aims of the model are improved customer and personnel experience and satisfaction, and improved quality and effectiveness of care. We assess the effect of this team-model on treatment levels, measurement activity, and health care usage among patients with type 2 diabetes (T2D). Methods Patients with T2D were identified using the ICD-10 code E11 from the regional electronic health records. The data include all patients diagnosed by 2016 who were alive and residing in North Karelia in 2023 (N = 6312). Diabetes-related contacts with nurses or doctors in outpatient PHC and specialized healthcare (SHC) were considered, along with measurement activity and levels of glycated hemoglobin (HbA1c) and low-density lipoproteins (LDL) between the years 2017 and 2022. Annual differences between areas were analyzed using logistic and linear mixed models. Results In 2017, patients’ mean age was 66 and age range 20-93. The proportion of men was 55% and 45% resided in team-model areas in 2023. The team-model increased T2D-related outpatient PHC remote contact with nurses for a couple of years. But eventually they decreased to a lower level than before. Additionally, the team-model reduced the number of other contacts. An increased difference between areas in measurement activity on HbA1c and LDL levels was also observed. But the difference between areas in proportion of those who achieved treatment targets stayed unchanged. Conclusions In the long-term, the team-model reduced the number of T2D-related contacts and increased the measurement activity of HbA1c and LDL, but it had no effect on treatment levels. Key messages • Team-based service models might potentially reduce service use in the long term. • More research and evidence are needed on the effectiveness and cost-effectiveness of team-based service models.

See‐Through Conformable Holographic Metasurface Patches for Augmented Reality

AbstractCurrent requirements for augmented reality (AR) applications demand the use of dedicated AR glasses, which often need custom prescription lenses or contact lenses to correct common visual impairments, thus limiting AR's broader experiences. Here, an innovative methodology for the design, fabrication, and comprehensive analysis of a flexible, reflective‐type holographic metasurface patch designed for AR applications is presented. By fabricating a conformable metasurface on a transparent and flexible substrate, a prototype of AR eyeglasses is successfully created, capable of transforming everyday eyewear into AR glasses. The prototype is tested under both indoor and outdoor conditions, proving its effectiveness in delivering immersive AR imaging presentations. The metasurface's compact size does not interfere with normal vision. This approach increases the relevance and applicability of AR technology by making AR experiences accessible to a wider audience.

Innovative technologies of rail transport used by the Armed Forces of the Republic of Poland

Innovation in rail transport has a wide range of applications, which includes customer contact, train moni-toring with modern internet-connected sensors and data analysis, as well as the use of artificial intelli-gence for route optimization, customer service management and vehicle maintenance. The presented is-sues constitute a research niche in the field of the use of innovations in military rail transport, which en-courages research in this area. The article describes innovative technologies of rail transport used by the Armed Forces of the Republic of Poland. The subject of the research included in the article are the latest innovations in the field of rail transport technology and the analysis of their benefits and potential use by the Polish Armed Forces. These include: intelligent control systems, infrastructure maintenance, innova-tive designs of trains and wagons. The aim of the article is to identify the advantages of innovative tech-nologies and their potential application in the Polish Armed Forces. In order to achieve the objectives of the article outlined in this way, it is necessary to answer the following research questions: What innovative technologies of rail transport are used by the Polish Armed Forces? What are the prospects for the devel-opment of innovative rail transport technologies for defence purposes in Poland? What innovative solu-tions concerning the railway infrastructure in Poland could improve the safety of movements of troops by rail? The research hypothesis was adopted in the article: Innovative solutions in rail transport used by the Polish Armed Forces will effectively support the implementation of transports in the movement and transport subsystem (M&T). In order to verify the hypothesis, the following research methods were used: theoretical methods (analysis, synthesis, abstraction, inference, generalization) and the method of expert interview with representatives of the movement and transport subsystem. The presented approach allowed to analyse the problem from different perspectives, which makes it possible to conduct detailed research on this important and current issue.

Developing customer convenience and experience through increased competency and efficiency: A strategic approach to retail operations mastery

Retailers who are part of supply chains are crucial in attracting customers to physically visit their stores and thereby increase supply chain revenue. Retailers in supply chains are responsible for handling a high volume of transactions and high customer contact, thus better management of retail operations is necessary to provide greater convenience and experience for customers. In this regard, retail operations must be properly managed, particularly during times of crisis like COVID-19, to ensure that customers purchase their basic needs promptly and safely. Since customer contact is high, the retail operations can have a greater say in improving the customer convenience and experience but this perspective has not been specifically emphasized both in research and practice. Thus, the current study attempted to evaluate how well retail operations can improve customer convenience and experience so that retailers can do well even during times of uncertainty. The study, which is grounded in the resource-based view theory, thus looks at how well retailers' competency and efficiency in running the operations help in achieving better customer convenience and experience. In this regard, sample data from 416 practitioners belonging to the Indian retail industry has been selected to examine the mediating role of retailers' efficiency to retailers’ competence in achieving better customer convenience and experience. This study importantly confirms that while more competence can help retailers operate more efficiently, it cannot, by itself, provide customers with greater convenience or a better shopping experience. This study found that retailers concentrate on streamlining their operations in order to overcome capacity limits because it is expensive and limited. The empirical evidence shows that retail operations have significance say in offering better convenience and experience customers.

Pengaruh E-Banking Service Quality dan Brand Image untuk Membangun E-Wom dan Niat Pelanggan Menggunakan E-Banking

The COVID-19 pandemic has disrupted banking operations that are carried out directly to customers and increased the threat of physical contact for retail bankers and customers, as a result, the world is turning to Internet banking to continue routine transactions for bill payments, grocery purchases, and brand shopping. This study aims to determine the effect of e-banking service quality and brand image on Ewom and the effect of e-banking service quality, brand image, and EWOM on customer intentions to use e-banking at Bank BRI in Denpasar City. The variables studied in this study are e-banking service quality, brand image, E-wom, and customer intentions in using e-banking. The data used is primary data, namely the results or answers of respondents through questionnaires. The study employed a purposive sampling technique to gather data from BRI Bank customers in Denpasar City, with a total of 235 respondents participating. Path analysis was utilized as the analytical method. The findings indicated a favorable impact of E-banking service quality on electronic word-of-mouth (e-wom) at BRI Bank in Denpasar City. Additionally, E-banking service quality demonstrated a positive influence on customers' intentions to utilize BRI Bank E-Banking services in the same city. Likewise, the brand image variable exhibited a constructive effect on e-wom for BRI Bank in Denpasar City and also positively influenced customers' intentions to use BRI Bank E-Banking services. Ultimately, the e-wom variable was found to have a positive impact on customer intentions to engage with BRI Bank E-Banking services in Denpasar City.

A matter of fit? Service configurations for customer loyalty

Improving customer loyalty is paramount for service companies. Nevertheless, the task is riddled with challenges, as evidenced by existing studies that have unveiled dilemmas and presented mixed findings. Our study takes the configurational approach and argues that developing customer loyalty is a matter of fit among relevant design choices in the service context. Specifically, we investigate how the service configurations among service rules formalization (SRF), service employee commitment (SEC), service contact time (SCT), and cost leadership strategy (CLS) yield customer loyalty intention (CLI) in a service context characterized by certain customer contacts. We conduct a multi-respondent survey covering managers, employees, and customers to collect data from 141 service shops in Hong Kong. To analyze the collected data, we employ fuzzy-set qualitative comparative analysis (fsQCA). The results show that the combinations of low SRF, high SEC, and high SCT and of high SEC and low SCT under CLS lead to high CLI. This research offers valuable insights into the configurational design for customer-contact services and the practical means of promoting customer loyalty in customer-contact service firms.

Influence of customer contact employees (CCEs) competencies on their service recovery performance: a moderated-mediation approach

Purpose This study aims to explore the influence of customer contact employees (CCEs) competencies (social, emotional and professional) on their service recovery performance (SRP) with mediation effect of internal marketing and moderation effect of industry/sector. Design/methodology/approach This study used survey-based dyads of 210 CCEs and their managers/supervisors in three service sectors (hotel and hospitality, automobile service centers and organized retail stores). Repeated-measures analysis of variance, confirmatory factor analysis and PROCESS macro of Hayes (2013) was used to assess reliability, validity and to test mediation, moderation and moderated-mediation. Findings CCEs competencies influenced SRP. The relationship between CCEs competencies and SRP was mediated by internal marketing. The industry/sector was found to be a significant moderator between the internal marketing and SRP. Additionally, a significant moderated-mediation effect was found between CCEs competencies and SRP. Research limitations/implications Longitudinal studies could be particularly helpful to evaluate the impact of internal marketing on SRP. The future researcher may benefit from replicating and extending the model in different industries or can study other factors as mediators or moderators for further contribution to the SRP literature. Practical implications Firms striving for consumer retention and aiming to extend their consumer life cycle can greatly benefit from the results of this study to provide effective SRP. The study also suggests that policymakers and management should adopt properly designed and well-articulated human resource management practices for excellence in SRP in their organizations. Originality/value To the best of the authors' knowledge, there is no study in the past which has addressed employee and organizational factors with the dyadic sample. In addition, it has used a moderated-mediation model in the context of SRP and also contributes to the extant literature by researching in a non-Western setting like India.

Pemetaan visitor and resident dalam keterlibatan individu dengan lingkungan informasi digital

Purpose. The digital ecosystem consists of interactions between customers and partners through various channels, both online and offline, as well as the relationships that exist between digital customers and partners. The ideal interaction between humans, technology, values and activities will be created by ideal ecological information. Thus, system places consumers in an important position connecting customer contacts and contact moments with each other. Including the use of products and virtual visits, such as transactions, emails, educational media, etc. In-depth discussion of individual involvement as information organs (inforgs). Employing the activity-based mapping method, which is intended to determine each person's level of engagement with the digital environment.Methodology. The method used in this research was a pre-post test on respondents who were at Gadjah Mada University Postgraduate School postgraduate students. Questionnaires were distributed concurrently over the WhatsApp group to conduct the survey. The responses provided by respondents are entered into a Google form.Results and discussion. This study examines the use of technology and information resources by graduate students at the Graduate School of Gadjah Mada University, also known as "Emergent" education members. There are signs that the way pupils look for knowledge has changed as information and technology have advanced.Conclusions. The conclusion of this research is that there is a shift in information patterns. Previously, respondents' information patterns were mostly carried out directly by teachers or professors, now they have shifted through scientific websites and become residents through applications on social media.

Ranking Up The Social Media Factors on Purchasing Decision of Malaysian Generation Y Customers

Social media platforms offer marketing, information dissemination, direct customer contact and optimised availability of product and service information, which influences consumer behaviour, especially among Generation Y. Therefore, this study ranking up the social media factors such as electronic word of mouth (e-WOM), customer engagement, trust, brand image and advertising on the purchasing decisions of Generation Y consumers in Malaysia. 193 data were collected using Google Forms and face-to-face questionnaires. The data was then analysed using the Best-Worst method, which ranks the most important factors according to respondents' gender, income, and education level. One response was rejected because the value of consistency ratio (CR) was above the associated threshold value of 0.3062. Across all demographics, trust was found to be the most important factor in the purchase decision. Brand image and advertisement, on the other hand, are the least important, indicating a departure from traditional marketing strategies. A detailed explanation of these findings is presented in the paper. This study provides further insight and deepens knowledge for businesses by enabling them to adapt their marketing approaches and gain an understanding of the changing buying patterns and behaviours of Malaysian Generation Y consumers.

The Role of In-Store Consumer Movements in Purchase Decision

Customer contact centres are one of the types of businesses that support digital operations, where goods and services are offered as a bundle of products. Through these centres, consumers can both access sub-services related to telecommunication services and purchase the technologies that will enable this access. The fact that the telecommunications sector has become a locomotive sector in many countries worldwide makes it necessary to understand customers' behaviour. At this point, it is also essential to investigate how they behave in contact centres, which are part of the holistic channel. This study examines the behaviour of store customers who visit contact centres using non-computational methods. The study also compares the observed behaviours according to demographic data and tries to understand the dynamics of the purchase decision process. In this way, the effects of shoppers' profile characteristics, in-store movements and store structure on the termination status and duration of shopping were revealed. While differences were detected according to gender, no significant differences were found according to age in the findings. Similarly, the importance of consumers' in-store movements for sales was presented. It is thought that the results obtained in the research will contribute to both customer contact centres and future research, especially the local authorities of the company where the store data is received.

How consumers' attitude towards chatbots affects their experience and behavioural intentions: The case of South Africa

The purpose of this study is to determine how consumers' attitudes towards chatbots affect their experiences and behavioural intentions. In the contemporary business environment, a lot of enterprises and outstanding brands have resorted to using modern technology in their business operations, such as chatbots, to offer 24-hour customer care. The quantitative research approach was adopted for this study with a correlational survey model to collect and analyse numerical data to ascertain how consumers' attitudes towards chatbots affect their experiences and behavioural intentions. The population of this study comprises customers of renowned brands in South Africa. The sample size was 211 consumers with at least five years’ experience of using chatbots in South Africa who were selected using a nonprobability convenience sampling method. The Statistical Package for Social Sciences (SPSS) and SmartPLS3 were used to analyse the data. The study's findings show a strong predictive correlation between customer contacts and behavioural intent towards chatbots and perceived usefulness, ease of use, enjoyment, and seeming risk. The significance of these aspects in influencing customer attitudes and behaviours while interacting with chatbot technologies is highlighted by these findings. Understanding and optimizing perceived usefulness, ease of use, fun, and apparent risk in chatbot design is crucial for shaping positive consumer interactions and influencing behavioral intent towards chatbots. Therefore, it is highly recommended that renowned brands and companies looking to optimise their chatbot systems endeavour to improve customer experiences and encourage long-term behavioural intentions among South African users.

РОЗГОРТАННЯ БАГАТОКАНАЛЬНОГО МАРКЕТИНГУ У ЦИФРОВОМУ СЕРЕДОВИЩІ

The article has considered the interaction between a company/brand and consumer in the modern digital environment based on multichannel marketing by identifying the main stages of its development and defining their main characteristics. It has been determined that in the era of digital technologies, there is a fundamental transformation of the concepts of companies/brands’ marketing activities, among which is the emergence of new ways of interaction through online and offline channels. The stages of development of multichannel marketing have been considered according to the criteria of marketing channels of interaction, their integration by both the company and the consumer, and approximate time frames. The main distinctive features of multichannel, cross-channel, and omnichannel marketing as successive stages of development of multichannel marketing have been provided. According to the study results, it has been proposed to consider the characteristics of the identified stages in terms of the technological and ecosystem basis for the development of multichannel marketing, and the transformation of companies/brands’ marketing activities and the consumer journey. The technological basis reflects the development of the Internet, which enables further development of the interaction environment. The ecosystem basis reflects the transformation of the environment as a result of technical and technological means. It has been determined that the transformation of companies’ marketing activities takes place in the following aspects: integration of digital and physical channels into the company’s business model with the construction of relevant business processes, identification of touchpoints, and mapping a customer journey and contact chains, using push and pull marketing, formation of a seamless customer experience along with product/brand promotion. From the consumer’s point of view, the consumer journey is changing from a linear to a looped one, when previous experience and loyalty become the determining factors for decision-making. From the company’s perspective, a successful customer journey should include brand advocacy.

Objective and independent measurement of scattering caused by the cornea and crystalline lens

meritxell.vilaseca@upc.eduThere are several methods that provide information on the intraocular scattering. Procedures based on the observation of the lens through the slit lamp from which a gradation of the state of every cataract is assessed (e.g. lens opacities classification system III ‐ LOCS III) are the most widely used in clinics. Nevertheless, they provide information related to the back‐scattered light and not forward scattering, which is responsible for the degradation of vision. To do so, a procedure that assess retinal straylight using a device based on a psychophysical compensation‐comparison approach was proposed, in which the subject's task is a forced‐choice between two half fields to decide which one flickers more intensely. From these measurements, a psychometric function is fitted and used to determine the straylight compensation level log(s) on the basis of a few stimuli responses.As an alternative approach, some attempts have been made to use the double‐pass as a means of objectively estimating forward scattering. The double‐pass technique is a procedure that is able to capture the complete optical information of the eye, including the effect of higher‐order aberrations and intraocular scattering within a small visual angle. Artal et al. proposed the Objective Scatter Index (OSI) calculated from double‐pass images for estimating scattering with the intention to grade cataracts. This technique was also used successfully to account for scattered light in patients with keratitis and uveitis, and those undergoing refractive surgery. More recently, a new Frequency Scatter Index (FSI3) based on the analysis of double‐pass retinal images in the frequency domain has also been suggested, as a means of minimizing the impact of optical aberrations on the results obtained.Nevertheless, all of the former methods provide information on the total scattered light in the eye, which consists of the combined contributions originating from different ocular structures. In this regards, we recently proposed a technique for the objective and independent assessment of scattering caused by the cornea and the lens based on the analysis of the contrast of the third and fourth Purkinje images. The technique was preliminarily validated first by using artificial eyes with different levels of corneal and lens scattering; second, it was validated in eyes wearing customized contact lenses to simulate corneal scattering and eyes with nuclear cataracts. Finally, it was tested on a larger population of eyes with cataracts and corneal disorders to prove its clinical usefulness.In this work, we review all the above‐mentioned techniques that have been proposed for objective intraocular scattering assessment, putting especial emphasis on the last one based on Purkinje images, and compare their results and clinical performance.

Are humorous frontline employees hotels’ secret weapons? Investigating when and why employee sense of humor promotes service performance

Despite the growing efforts devoted to exploring humor, the extant humor literature neglects the impact of employee sense of humor in the workplace, especially in the hospitality industry, an important yet understudied context. Based on person–environment fit theory, our research examines why and when employee sense of humor can influence frontline hospitality employees’ service performance. Our multi-wave research of 232 frontline hospitality employees in two Chinese hotels unveils that employee sense of humor promotes service performance by enhancing person–service job fit. Moreover, customer contact frequency strengthens the direct impact of employee sense of humor on person–service job fit and the indirect effect of employee sense of humor on service performance through person–service job fit. Our research underlines the pivotal role of humorous frontline employees in hospitality organizations.

How Satisfaction with Running Business and Private Life Are Related to Small-Business Owners’ Subjective Well-Being

This study examined how satisfaction with aspects of running the business as well as satisfaction with aspects of the private life are related to small-business owners' subjective well-being (SWB). Measures were obtained of both life satisfaction (LS) and emotional well-being (EWB) to investigate possible differences. Questionnaire data from a survey of small-business owners (n=614) showed that in the business domain LS is associated with satisfaction with revenues, EWB with satisfaction with customer and employee contacts, and both LS and EWB with satisfaction with working time. In the private life domain, LS is associated with satisfaction with family and economy and EWB with satisfaction with leisure. Overall, LS has a stronger association than EWB with satisfaction with aspects of private life, while the associations with satisfaction with business aspects are equally strong.

Two-Dimensional Peripheral Refraction and Higher-Order Wavefront Aberrations Induced by Orthokeratology Lenses Decentration.

The purpose of this study was to explore two-dimensional peripheral refraction and higher-order aberrations (HOAs) induced by orthokeratology lens decentration. Two-dimensional peripheral refraction and HOAs in a rectangular field (horizontally 60 degrees and vertically 36 degrees) were obtained using an open-view Hartmann-Shack wavefront sensor. The peripheral field was divided into 8 regions according to a combination of superior (UZ) or inferior (LZ) and a value, 1 (T25 to T30), 2 (T20 to T25), 3 (N20 to N25), or 4 (N25 to N30). The decentration of the lens was evaluated based on the change of power in the front of the tangential corneal map. All measurements were taken at the baseline and 1 month after lens fitting. In total, 134 myopic children (age = 12.47 ± 1.70 years, SER = -2.44 ± 1.10 diopters [D]) were recruited. In general, horizontally asymmetrical change was observed in relative peripheral refraction (RPR), spherical aberration (SA), and horizontal coma. The root-mean square of higher order aberration (RMSHOA) and vertical coma demonstrated radial symmetrical change and vertically asymmetric change, respectively. Relative peripheral myopia was significantly increased after the treatment, with more myopic refraction in the temporal side. RPR changes in UZ2, UZ3, UZ4, LZ1, and LZ2 were related to the amount of lens decentration (r ≈ 0.4, P<0.05). All HOAs increased after lens fitting (around 0.03 um, 0.02 um, 0.04 um, and 0.41 um for SA, horizontal COMA, vertical COMA, and RMSHOA in the periphery region). RPR and HOAs are related to lens decentration, which might contribute to the efficacy of orthokeratology. The study found a decentration-related optical feature after 1 month of lens wear, which is a suggested protective factor in myopia treatment. The findings might provide new insights for customized contact lens myopia treatment based on optics.

Big Data and Deep Learning Analytics

There has been an enormous growth of the Internet, mobile phone, medical facilities, and many more in the 21st century, which can also be known as the beginning of the knowledge era. Knowledge is defined not for what it is, but for what it can do. In this fast-moving technological era, as a result, a huge amount of data is generated in different regions of the world and it is growing day by day, this growing data is known as “Big Data”. To extract useful information (analyze) from large unstructured data (like Web, sales, customer contact center, social media, mobile data, and so on) is a complex task, as data being generated is a combination of structured, semi-structured and unstructured data. Traditional systems are not capable to handle semi-structured or unstructured data generated whose volume could range in petabytes or exabytes, as the major challenges are limited memory usage, computational hurdles and slower response time, data redundancy, etc. This problem can be overcome with big data analytics having technologies like Apache Hadoop, Apache Spark, Hive, Pig, etc. which can extract useful information from these large data. Authors are going to explore more on them in these chapters. Alongside authors will explore “Deep Learning” also known as “Deep Neural Learning” or “Deep Neural Network”, which is a class of Machine Learning that progressively extract higher-level features from raw data automatically. It performs 'end-to- end learning' and uses layers of algorithms to process data, understand human speech, and visually recognize objects, which is an important part of it. Feature extraction, self-driving cars, fraud detection, healthcare, neural language processing, etc. are some of the areas where it is applied in daily life. Algorithms like RNN, CNN, FNN, Backpropagation, etc, are some of the algorithms used in deep learning. The authors will explore how Machine learning is different from deep learning. Deep learning (DL) is also associated with data science in many ways as the DL algorithms work better than older learning algorithms for prediction or feature extraction etc. Which has brought it, more closer towards one of its main objectives i.e., artificial intelligence (AI)? Hence it is immensely advantageous to the data scientists who aim for making predictions and draw useful information to analyze and interpret it for helping the organization in its growth. The processing of Big Data and the evolution of Artificial Intelligence are both dependent on Deep Learning. Deep learning technology came up along with big data analytics. The concept of deep learning is supportive in the big data analytics due to its efficient use for processing huge and enormous data. This chapter explains about deep learning and big data analytics use in healthcare and alongside authors will study about algorithms used in deep learning and technologies used in big data analytics with its architecture. After reading this chapter, authors must be able to connect deep learning with big data analytics for building new products and contribute to society in a much better way

Analisis dan Perancangan Sistem Informasi Manajemen Distribusi Barang Dagang

ANH is a business engaged in the distribution of goods with a model of selling and buying goods. The distribution process of goods sold is goods purchased from several suppliers which are then collected and resold. In the process of distributing goods, it is done manually, starting with recording requests to suppliers and customers with note media as proof of transactions. The documentation process for recording proof of transactions often results in documentation errors due to several factors, including, (1) the possibility of adding or reducing ordered products due to changes in orders and not properly documented on notes. (2) the customer contacts ANH again or vice versa to confirm stock availability in the warehouse in real time. Solving problems that occur at ANH can be solved with a good management information system by utilizing technology. The design aimed at solving the problem is to reduce errors in the documentation process by using notes that sometimes change in the field, processing records more quickly and integrated so as to reduce the risk of errors in providing information on goods in the warehouse and errors in the process of inputting purchase requests. The development method used is the iteration method. Analysis of the problems that occur in ANH uses the PIECES (Performance, Information, Economic, Control, Efficiency, Service) framework problem analysis.

The limits of multi-dealer platforms

On many important multi-dealer platforms, customers mostly request quotes from very few dealers. I build a model of multi-dealer platforms, where dealers strategically choose to respond to or ignore a request. If the customer contacts more dealers, each dealer responds with a lower probability and offers a stochastically worse price when responding. Dealers’ strategic avoidance of competition overturns the customer’s benefit from potentially receiving more quotes, worsening her best-overall price. In equilibrium, the customer contacts only two dealers. Multi-dealer platforms have limited ability to promote price competition: No design of information disclosure can improve the customer’s payoff above this outcome.

A Causal Model of the Relationship Between Customer Contact Points and Word of Mouth Through Customer Experience in the Insurance Industry

A Causal Model of the Relationship Between Customer Contact Points and Word of Mouth Through Customer Experience in the Insurance Industry