Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Creating a positive e-experience for customers
2007 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

For most companies, developing a satisfying customer experience has a direct impact on their future revenue streams. With the advent of the Internet, they now have to consider creating such “experiences” online, as well as offline. The purpose of this thesis is to provide a better understanding on how to build a positive e-experience in cyberspace. In order to reach this purpose, research questions related to website design and customer service were focused on. Via a review of literature related to these research questions, a conceptual framework was developed and tested. Using a qualitative approach and case study strategy, websites within the fast food industry were used to collect data. The findings indicate that if companies try to concentrate on both website design and online customer service, they can successfully build a positive e-experience in cyberspace for their customers.

Place, publisher, year, edition, pages
2007.
Keyword [en]
Social Behaviour Law
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
Identifiers
URN: urn:nbn:se:ltu:diva-57471ISRN: LTU-DUPP--07/057--SELocal ID: e21580c0-f236-40c0-b30c-0484305c8ad5OAI: oai:DiVA.org:ltu-57471DiVA: diva2:1030858
Subject / course
Student thesis, at least 15 credits
Educational program
Electronic Commerce, master's level
Examiners
Note
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

Open Access in DiVA

fulltext(3823 kB)