Digital Service Quality from Elderly Generation Perspective to Improve Online Business and Economy: A Theoretical Framework

Yahaya, Jamaiah; Deraman, Aziz; Jusoh, Yusmadi Yah; Kumar, Sathya Nantha

doi:10.1007/978-981-19-7660-5_2

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2023

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“…Digital services are those that are provided and obtained through digital channels, more specifically, over the digital service quality (Agostino et al, 2021;Yahaya et al, 2023) and introduced new challenges to organization management (Gečienė, 2021;Khor & Tan, 2023). The changes that took place during the pandemic constraints suddenly made previous knowledge obsolete.…”

Section: Literature Overviewmentioning

confidence: 99%

Management Theories’ Potential for Better Digital Service Customer Experience

Raišys,

Raišienė

2023

Management of Organizations: Systematic Research

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Digital service provision has undergone a period of considerable change because of the COVID-19 pandemic, and the challenges of delivering a positive customer experience through digital services are still relevant to this day. The bibliometric analysis carried out in the study showed that this has accelerated research on the modeling of customer experience in digital services, in which researchers are looking for new ways to overcome the challenges encountered. The analysis of the main research themes and seminal publications revealed through the bibliometric analysis concludes that contemporary management theories have the potential to contribute to addressing the emerging challenges in customer experience modeling in digital services.

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Section: Literature Overviewmentioning

confidence: 99%