E-service communications between organizations and customers: an analysis of the Schema Resonance Model
To better understand how the one-to-one online communication between an organization representative and an individual customer is conducted and to improve the organization's e-service for customer's information inquiries, this dissertation research proposed a new organization-customer communication model—the Schema Resonance Model. Schema resonance is defined as the resonance between the schemas used by the customer in the sense-making process and the schemas used by the organization representative in the sense-producing process. Hypotheses and research questions were proposed to test whether ...
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