Investigating the Drivers, Measures and Consequences of Customer Online Social Experience
| dc.contributor.author | Vyravene, Revadee | |
| dc.contributor.supervisor | Prof. Balasubramanian Ramaseshan | en_US |
| dc.date.accessioned | 2018-06-21T00:52:50Z | |
| dc.date.available | 2018-06-21T00:52:50Z | |
| dc.date.issued | 2018 | |
| dc.identifier.uri | http://hdl.handle.net/20.500.11937/68386 | |
| dc.description.abstract |
This research plays a pioneering role in investigating the social aspect of online customer experience. Guided by the social presence and social response theory, and using a mixed methods approach, the research introduces customer online social experience (COSE) in the extant literature by defining the concept, identifying its dimensions, drivers and developing its measures. It also develops a scale for measuring omni-channel management (OCM) and reveals that OCM drives COSE, which eventually influences customer behaviour. | en_US |
| dc.publisher | Curtin University | en_US |
| dc.title | Investigating the Drivers, Measures and Consequences of Customer Online Social Experience | en_US |
| dc.type | Thesis | en_US |
| dcterms.educationLevel | PhD | en_US |
| curtin.department | Marketing | en_US |
| curtin.accessStatus | Open access | en_US |
| curtin.faculty | Business | en_US |